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Roles and Responsibilities:Act as a single point of contact for cases raised by our customers and partners.Prioritize cases based on severity while ensuring SLAs are met.Own, track, troubleshoot & and resolve cases relating to software & and hardware challenges across all LogRhythm products.Guide customers to resolution through remote session, phone, or email.Document and track incident progress and analysis through Salesforce.Leverage the internal knowledge base to minimize time to resolution.Follow up with clients daily to ensure they are kept up to date on progress or are progressing your requests in a timely fashion.Work closely with the Advanced Support team, product engineering team & and prod...
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Roles and Responsibilities:
Act as a single point of contact for cases raised by our customers and partners.
Prioritize cases based on severity while ensuring SLAs are met.
Own, track, troubleshoot & and resolve cases relating to software & and hardware challenges across all LogRhythm products.
Guide customers to resolution through remote session, phone, or email.
Document and track incident progress and analysis through Salesforce.
Leverage the internal knowledge base to minimize time to resolution.
Follow up with clients daily to ensure they are kept up to date on progress or are progressing your requests in a timely fashion.
Work closely with the Advanced Support team, product engineering team & and product management team to resolve critical issues.
Additional responsibilities:
Contribute to ongoing projects & and programs.
Advance the support organization through mentoring, leadership, and coaching.
Required Skills:
3 or more years in an enterprise technical support or similar role.
Experience in application support, server support, network support, or similar skill set.
Experience troubleshooting performance and application-based issues on Windows and Linux environments (Server 2016 onwards, Centos/RedHat 7 onwards).
Deep understanding of networking concepts & and technologies such as firewalls, routers, switches, and other network-based solutions with a particular focus on security.
Excellent problem-solving & communication skills.
Ability to provide step-by-step technical help on the phone, via remote session, and email.
Able to communicate technical issues to customers and colleagues with a variety of backgrounds.
Strong organizational skills: comfortable with managing and prioritizing customer cases you own.
Excellent listener who can translate user concerns into solutions.
Preferred Skills:
Experience troubleshooting and/or administering MSSQL Server 2016+
Experience troubleshooting API (application program interfaces) integrations
Familiarity with SIEM solutions
Familiarity with cloud-based solutions (AWS, Azure and/or GCP (Google Cloud Platform))
Understanding of Regex fundamentals
Scripting
Technology Exposure
As part of your career at LogRhythm you will have the opportunity to gain exposure to the following technologies through incident handling:
Windows Server 2016 onwards
MS SQL Server 2016 onwards
Linux server (CentOS & RHEL)
ElasticSearch
Grafana, Kibana
Network Appliances familiarization (F5, Checkpoint, Cisco)
Syslog, SNMP, File Integrity Monitoring, Network monitoring (PCAP)
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https://www.linkedin.com/jobs/view/3826146859/?
