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Why Join Us? **Position:** Diamond Support Engineer/ Diamond Services Engineer **Shift Timing:** 9 AM IST & 1:30 PM IST (As per business need) Key Responsibilities - Provide customers with technical support through analytical skills, facilitate new installations, implementations, maintenance, education, and author documentation in support of the customers’ environment. - Business and technical communication skills are important for interfacing with clients, both at the engineer and management level. Working in a close-knit team environment, as well as organizational ability for multi-tasking and flexibility - Occasional travel to customer sites in India and abroad. - Take ownership of customer reported network issues and provides assistance in quick service restoration and problem resolution. - Reproduces customer reported issues and works with internal teams to provide a resolution. - Ensures management of customer expectations and resolution of technical issues in a timely manner. - Provides necessary support to the Service Managers for high profile technical escalations. **Qualifications** - 5-8 years of relevant experience working in a TAC environment. Past experience working as a Technical Account Manager (TAM)/Hi-Touch Support/CFTS Engineer or similar Technical Role that handles account based support models is a Must. - Prior experience working on enterprise grade firewalls. - Solid exposure to TCP/IP/switching/routing protocols. - Working knowledge of tools like TCP DUMP and Wireshark. - Experience working in Cloud platforms a plus(GCP,AWS,Azure). - Working knowledge of Linux commands/shell scripts. - Working knowledge of DNS, DHCP,IPSEC. - Good understanding of AAA, Digital Certificates, Active Directory. - Experience with Core dump/kernel panic analysis. - Ability to manage high value accounts and keep the internal/external stake holders well informed. - Ability to communicate with customers in a professional manner. - Self-Learner. - Excellent Time management skills