Technical Support Specialist

Overview

Senior Technical Support Specialist to manage and resolve Entrust software support cases. Troubleshoots issues with Entrust appliances, works with internal teams, and supports customer advocacy and feedback.

What you'll do

• Accept, prioritize, and resolve customer support cases in a timely manner.
• Troubleshoot Entrust software product issues and provide technical solutions.
• Diagnose and resolve appliance issues based on Linux OS running on VMware and other hypervisors.
• Conduct calls and screen shares to gather information for issue resolution.
• Use knowledge bases to resolve issues and partner with Engineering on complex cases.
• Document troubleshooting steps and resolutions for future reference.
• Escalate complex issues and collaborate with Engineering, Sales, Product Management, and other support teams.

What you'll need

• 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 with unrestricted US work authorization.

Nice to have

• Experience supporting customers via Salesforce or similar CRM platforms.
• Basic knowledge of Microsoft 365 applications and AI-based LLM agents and assistants.
• General MacOS knowledge and usage.
• Relevant technical certifications (e.g., VMware Certified Professional, CCNA, Linux certifications).

Details

• Work location: Remote, India.