Sr. Member Tech Staff

 

Job Title: Sr. Member Tech Staff
Job Function: Engineering
Classification: Regular Full Time
Job ID: 390-02-1020
 Location:  Hyderabad, India

Job Description

  • Analyze Technical Support tickets opened by customers in customer support portal
  • Answer customer question about use and configuration of Lantronix Products
  • Troubleshoot the problems with customer help
  • Delegate RMA and FAR issues to customer support / Quality depts
  • Escalate software problems to engineering
  • Write KB articles for frequent customer issues

Requirements

  • About 8 years experience providing technical support for a large or medium size company in the area of networking products
  • Capability to trouble shoot and configure networking equipment like Routers, switches, Gateways, Cellular Modems/Routers etc.
  • Familiarity with use of serial ports and USB as ways to connect industrial equipment
  • Working knowledge of Modbus protocol and SCADA will be very desirable
  • Basic knowledge of networking protocols and standards like TCP/IP, NAT, IPSEC, VPN, SSL
  • Experience with a standard ticketing tool like JIRA Service, Oracle Service Cloud / RightNow, Samanage, Salesforce etc.
  • Experience providing technical support to world wide customers
  • Good verbal and written communication skills in English
  • Should be a good team player and customer solution oriented

Education

Bachelor degree in Electrical / Electronics / Communications Engineering or Computer Science / Engineering

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