Technical Support Specialist

Position Overview

Entrust is seeking a dedicated and customer-focused Senior Technical Support Specialist to join the Customer Support team. This role is responsible for managing and resolving customer support cases, troubleshooting issues related to Entrust software products, and collaborating with internal teams to ensure customer satisfaction. The ideal candidate has enterprise-level customer support experience, technical troubleshooting skills, and familiarity with Salesforce, Microsoft Office, MacOS, Linux appliances, and virtualization hypervisors, primarily VMware.

Responsibilities

Customer Support Case Management

• Accept, prioritize, and resolve customer support cases in a timely and professional manner.
• Provide technical troubleshooting and solutions for issues related to Entrust software products.
• Ensure clear and effective communication with customers throughout the support process.

Technical Troubleshooting

• Diagnose and resolve issues with Entrust appliances based on Linux OS running on VMware and other hypervisors.
• Conduct calls and screen shares with customers to gather information needed for issue resolution.
• Use internal and external knowledge bases to resolve issues directly, and partner with Entrust Engineering on more complex issues.
• Document troubleshooting steps and resolutions for future reference.

Cross-Functional Collaboration

• Work closely with Engineering, Sales, Product Management, other Entrust support teams, and Professional Services to address customer requests and ensure seamless support.
• Escalate complex issues to the appropriate teams while maintaining ownership of the case.
• Serve as the "Voice of the Customer" by providing product teams with feedback to improve software functionality and the customer experience.

Customer Advocacy

• Advocate for customers with knowledge of the products and how they are used, and bring those insights to Product and Engineering teams when appropriate.
• Act as a trusted advisor to enterprise customers, ensuring their needs are met and concerns are addressed.
• Build strong customer relationships that foster trust and loyalty.

Basic Qualifications

• Minimum 2 years supporting enterprise or B2B customers.
• Proficiency troubleshooting Linux appliances via CLI.
• Familiarity with VMware and other hypervisors.
• Excellent written and verbal communication skills with a customer-first mindset.
• Ability to work collaboratively with cross-functional teams.
• Must be able to lawfully work within the US and have unrestricted work authorization for the US.

Preferred Qualifications

• Experience supporting customers via Salesforce or similar CRM platforms.
• Basic knowledge of Microsoft 365 applications and various AI-based LLM agents and assistants.
• General MacOS knowledge and usage.
• Strong problem-solving skills and ability to work under pressure in a fast-paced environment.
• Relevant technical certifications, such as VMware Certified Professional, CCNA, or Linux certifications, are a plus.

Where you will be

Remote, India

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.