Level 2 Technical Support Engineer

Join EfficientIP as a Level 2 Technical Support Engineer. In this role, you will work closely with partners and customers, investigating and troubleshooting issues escalated by the Level 1 Support Team. You will maintain the knowledge base, ensure follow-up on sensitive customer issues, and contribute to the improvement of the Support Team. A degree in Computer Science and Telecommunication is desired, along with 1-3 years of experience in technical support, network support, or systems administration. Fluency in French and English is required.

• Collaborer avec les partenaires et les clients d'EfficientIP pour résoudre les problèmes techniques escaladés par l'équipe de support de niveau 1.
• Maintenir la base de connaissances de l'équipe de support technique d'EfficientIP en fonction de votre expérience quotidienne.
• Assurer un suivi approfondi de l'activité de support pour certains clients ou problèmes sensibles.

Experience or skills in the following areas is required

• Degree in Computer Science and Telecommunication desired but not compulsory, depending on work experience.
• Technical Support, Network Support, Systems Administration, Help Desk or Configuration Management and enjoy dealing with Customers.
• 1-3 years work experience with DNS, DHCP, IPAM, TCP/IP network architectures, HTTP/HTTPS and other Internet protocols.

Technical Skills

• Advanced experience with TCP/IP network architectures on various platforms (Unix, Linux,

Windows, etc.) and how those platforms interoperate with DNS and DHCP. Knowledge of Unix systems is required.

• Understanding of public DNS design principles, DNS platforms such as BIND and the DNS protocol itself.
• Advanced understanding of the DHCP protocol and its fundamentals.
• Familiarity with IP Address Management (IPAM) and Microsoft Active Directory would be desired.
• General understanding of HTTP/HTTPS and other Internet protocols including their performance characteristics.

Customer service experience

• Proven ability to clearly and effectively interact and communicate with customers in a friendly and personable manner via email and/or phone.
• Research, resolve, and respond to customer questions and call-backs in a timely manner and in accordance with established standards, policies, procedures and service level agreements.
• Acquire and maintain current knowledge of product offerings and support policies to provide technically accurate solutions to customers.
• When needed, escalate issues to appropriate individuals based on established guidelines and procedures.
• Ability to exercise judgment using procedures and practices to determine the appropriate course of action.

Languages

Fluent in French and English