Technical Support Specialist

Key Responsibilities

• Manage emergency support calls during regular business hours (Monday–Friday).
• Respond to and resolve product support tickets via Jira Service Desk.
• Troubleshoot issues, reproduce faults, and work towards effective resolutions.
• Ensure incoming tickets include all necessary information by communicating with customers.
• Assist the Development Team by reproducing issues, debugging, and gathering relevant details for smoother handovers.
• Support customer interactions during technical issue investigations.
• Contribute to a team-oriented culture by actively engaging with other departments within PacketFront.
• Create and distribute product licenses to customers.
• Review and update customer documentation, including user guides, white papers, and release notes.
• Aid in onboarding new team members and improving internal processes.
• Develop technical and customer-facing skills through continuous learning.
• Assist teammates with their tasks and responsibilities to foster team success.

Qualifications

• Degree in Engineering (or related field), or equivalent experience (3–5 years).
• 3–5 years in a technical support or similar professional role.
• Prior experience in a customer-facing capacity is essential.
• Strong communication skills to explain technical matters clearly to both clients and internal teams.
• General knowledge of Linux systems.
• Experience in networking and troubleshooting.
• Scripting experience.
• Ability to read and understand Java or C.
• Familiarity with database concepts.
• Fluency in English (written and spoken).