Lead - Customer Support

📋 Description

• Take ownership of the customer issues escalated from L1/L2, seeing problems through to full
• Research, diagnose, troubleshoot, and identify solutions for system and network issues
• Perform in-depth analysis of customer network architecture (routing, VLANs, firewalls, ACLs, NAT)
• Follow standard procedures for escalating unresolved issues to the appropriate internal teams
• Respond to partner and customer inquiries through email and telephone, including complex technical
• Oversee and follow up on open customer issues, ensuring timely and complete resolution

🎯 Requirements

• Bachelor's degree in an IT-related field or equivalent work experience
• 7–12 years of direct customer support, network engineering, or systems administration experience
• Deep, hands-on knowledge of datacenter operations, including physical and virtual infrastructure
• Expert-level networking knowledge is required — this is a core, non-negotiable requirement for the
• Strong working knowledge of SNMP, VMware, and Virtual Desktop Infrastructure (VDI)
• Working knowledge of AWS cloud services and how cloud infrastructure is discovered and represented