Provide technical support to customers via case management systems, email, and web meetings.
Troubleshoot and resolve product-related issues within Archer applications and integrations.
Analyze customer-reported problems, gather diagnostic information, and perform root cause analysis.
Reproduce issues in test environments and document findings clearly.
Collaborate with Engineering, Product Management, and other internal teams to drive issue resolution.
Manage support cases effectively, ensuring timely updates and adherence to service level objectives (SLOs).
Create and maintain detailed case notes, troubleshooting documentation, and knowledge base articles.
Guide customers through configuration, administration, and best-practice recommendations.
Identify recurring issues and proactively recommend improvements to products, processes, or documentation.
Participate in team knowledge-sharing activities and continuous learning initiatives.
Required Qualifications
Bachelor's degree in Communications, Electronics or Networks Engineering, Computer Engineering, Information Systems, Information Technology, or a related technical field.
Strong analytical and problem-solving skills.
Excellent verbal and written communication skills in English.
Understanding of troubleshooting methodologies and technical support best practices.
Ability to manage multiple priorities in a fast-paced environment.
Strong customer service mindset and attention to detail.
Technical Qualifications
Advanced knowledge of Networks Fundamentals, protocols and troubleshooting utilities.
Very Good Knowledge of Network Security Fundamentals
Familiar with basics of information security (Encryption, certificates ... etc).
SQL Database Knowledge and hands-on experience
IIS and Web Services knowledge
Very Good Knowledge of MS Active Directory and LDAP protocol..
Familiarity with SQL, APIs, web applications, or enterprise software platforms.
Knowledge of security, governance, risk, and compliance (GRC) concepts is a plus.
Experience with case management or ticketing systems such as Zendesk, Salesforce, or similar platforms.
