Responsibilities

• Act as the primary technical resource for complex support issues, providing in-depth troubleshooting and solutions.
• Manage and optimize advanced networking scenarios, firewall configurations, and enterprise environment setups.
• Collaborate with the support team to develop systemic solutions for recurring problems, enhancing overall service quality.
• Partner with technology teams to implement AI-enabled support operations, focusing on automation and efficiency improvements.
• Utilize Zendesk AI Co-Pilot and related tools to streamline workflows, improve agent productivity, and enhance self-service options for customers.
• Analyze support data to identify patterns, create documentation, and influence product and operational enhancements.
• Contribute to the continuous improvement of support processes, aiming to reduce future support volume through effective solutions.

Requirements

• Bachelor’s degree in Information Technology or a related field, or equivalent practical experience.
• Proven experience in technical support roles, specifically with a focus on networking and system troubleshooting.
• Strong knowledge of firewall configurations, hardware setups, and connectivity solutions.
• Demonstrated ability to analyze complex problems and develop effective solutions.
• Experience with AI tools and automation in a support environment is a plus.
• Excellent communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Ability to work in a fast-paced environment and adapt to changing priorities.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health benefits, including medical, dental, and vision coverage.
• Flexible working hours and remote work options.
• Opportunities for professional development and career advancement.
• Collaborative and inclusive work environment that values innovation.
• Access to cutting-edge technology and tools to support your work.