Lead Support Engineer

Overview
As a Lead Support Engineer, you will be responsible for resolving the most complex customers' technical issues using your expertise and extensive cooperation with the engineering and QA departments. Develop solutions that could involve configuration, bug fixes, or new features in the product. Communicate resolution plans with the customer and deliver the final solution to the customer's complete satisfaction.

Responsibilities

• Fast and effective troubleshooting of customer issues that might involve software, networking and hardware.
• Perform analysis of the issue to identify the root cause and develop a plan on how to resolve it.
• Direct involvement with various teams (Development, QA) to resolve the issue.
• Communicate resolution plans with the customer and deliver a solution when it will be ready.
• Provide technical leadership to junior team members
• Help create knowledge base articles and other internal documentation

Qualifications

• 2+ years of work experience in an applicable industry or a role
• Network troubleshooting (know how to use Wireshark, tcpdump, iperf; HTTP servers)
• Experience with TCP/IP, UDP protocols
• Windows & Linux expertise
• OS troubleshooting (know how to use Sysinternals, top, iotop, netstat, systemctl, etc.)
• Great communication skills and customer focus
• Ability to prioritize and switch between a variety of time-sensitive issues
• Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues
• Strong English both verbal and written (B2-C1)