Product Support Engineer

Responsibilities: As member of our Support Services team you would represent our client's brand by providing customers and end users with great technical support by the proper handling of support cases. These cases involve the following activities. • Respond incoming Service Requests from external customers, and our Sales Engineers and Sales teams via telephone and email and moving them forward until their proper termination. • Internally replicate customer scenarios by the use of routers, switches, and other network devices to ensure that we can effectively troubleshoot and resolve technical issues. • Collaborate with cross-functional teams such as Development, Quality Assurance, and Product Management to identify and prioritize product enhancements based on customer feedback and support cases. • Develop and maintain a deep understanding of our products and services, including their features, functionality, and technical specifications. • Provide timely and accurate information to customers regarding product availability, release dates, and other relevant details. • Escalate complex technical issues to the appropriate teams or stakeholders for resolution. • Maintain accurate records of all support cases, including customer interactions, issue resolutions, and any necessary follow-up actions. • Participate in training sessions and workshops to stay up-to-date with new products, services, and technologies.