Senior Technical Support Engineer Linux

Responsibilities :

Monitor and triage incoming support cases via a shared queue.

Prioritize and resolve quick-win issues to meet response and resolution SLAs.

Identify and escalate Severity 1 cases following established protocols.

Maintain and update backlog cases with clear, structured documentation.

Participate in weekend / on-call support as per the rotation schedule.

Troubleshoot issues related to Linux systems, basic networking, virtualization, and cloud environments.

Reproduce customer issues in lab environments and provide detailed findings to R&D when needed.

Qualifications :

Prior Enterprise Customer experience (supporting global clients or customers, not internal users)

Prior direct experience working for vendors and supporting paying customers. examples of vendors include Cisco, Palo Alto, Checkpoint, Sophos, etc.

Proven experience, hands-on with the networking devices (basic), security devices, and a good grasp of the Linux Operating system

A minimum of 4 years of knowledge / prior experience in the Linux Operating System is required.

Global support experience working with internal and external stakeholders is a requirement.

Excellent communication skills.

Basic knowledge of any Scripting Languages like Bash, PowerShell, and Python would be nice to have.