Job description
Responsibilities:
- Provide level 2 technical support for Sangfor products to APAC and EMEA customers.
- Respond, follow up, and resolve customer issues promptly (within documented SLA).
- Take responsibility for customer satisfaction and the overall success of the TAC.
- Leading internal escalations and communicating with the Sales, Pre-sales, and R&D teams
- Create technical documentation to improve internal and external technical knowledge.
Requirements:
- Good Knowledge in general networking - TCP/IP 7 Layer OSI, routing/switching, router ACL, WAF, VLAN and etc.
- Advanced troubleshooting knowledge in different operating systems (e.g.Windows, UNIX, LINUX)
- Experience in virtualization technologies such as Vmware, KVM, and Openstack is strongly preferred.
- Basic scripting skills with Python, Perl, or Shell would be an advantage.
- Effective writing and communication skills in English
- Excellent collaboration and proven teamwork abilities
- Positive, communicative, and customer-oriented attitude
