Job Summary
The Technical Support Specialist plays a vital role in ensuring the smooth functioning of IT resources by resolving complex technical issues and providing expert guidance to end-users. This position is essential for maintaining operational continuity and enhancing user experience through effective problem-solving and proactive measures. Parts of the field/PS job have to do with support, and part of it is post-sales activities Post-sales activities: customer-success (customer-facing): ensuring the customer is successful (From the customer perspective also). Figure out ways to configure tools, make tools work, address use-cases, add/remove tools in the customer/field as needed Support-specific perspective L1 = 24/7, on-call L2 = Professional Services = in the field (not necessarily physically). 2 PS engineers. Customized code; not pager/on-call L3 = Field Engineering = in the field (a more capable level but without writing core code). 3 Field engineers. Field = more about the deployments, less about code Scoring Template (0–10) Use this scale for each bullet point: 0–2: No experience or only theoretical knowledge. 3–5: Some hands-on experience, can perform basic tasks with guidance. 6–8: Proficient, can work independently and troubleshoot issues. 9–10: Expert, can mentor others and design solutions. Field For a Moogsoft hire we would look to have a strong level of event management knowledge as a pre-requisite (e.g. from a previous competitive toolset). Moogsoft base An understanding of the product features and functions at a conversational level. Able to articulate the value, benefits and capabilities to a customer. Able to differentiate between the feature/function for Moogsoft Enterprise and Cloud. When to use each platform Deployment overview: Hosted, OnPremise, Cloud, Hybrid. Moogsoft Basic Configuration* Installation of “standard” distributed architecture (i.e. follow the docs) on premise An understanding of how to configure all platforms (Enterprise, Cloud) via the UI to achieve a given use case. Able to discover, and translate a customer’s use case into a UI base configuration. Ingestion, workflows, correlation, integrations, users etc. Considered an Admin/deployer. Good grounding in general event management (4-5) Deduplication, fail/clear, schema mapping. Moogsoft Advanced Configuration Moogsoft base, Moogsoft basic configuration Advanced event management knowledge. (7) Data manipulation: construction of a valid event from source data
Key Responsibilities
2. Conduct Root Cause Analysis For Critical Issues And Faults By Hands-On Investigation And Data Analysis, Documenting Findings To Inform Future Preventive Strategies.
3. Implement Preventive Measures And Solutions To Mitigate Future Defects, Leveraging Insights From Previous Incidents And Collaborating With Development Teams For Systemic Improvements.
4. Provide Expert Technical Assistance To Team Members During Issue Resolution, Fostering A Collaborative Environment And Enhancing Overall Team Efficiency.
5. Execute Continuous Improvement Initiatives Focused On Optimizing Support Processes And Enhancing Team Performance Metrics Through Data-Driven Evaluations.
Skill Requirements
2. Proficient In Diagnostic Tools And Techniques For Complex Issue Resolution.
3. Strong Analytical Skills To Conduct Root Cause Analysis And Implement Effective Preventive Measures.
4. Excellent Communication And Collaboration Skills To Provide Guidance To Team Members And Interact With End-Users.
5. Familiarity With It Service Management Frameworks And Continuous Improvement Methodologies.
Other Requirements
2. Relevant Certifications In Product Support Or Technical Troubleshooting Are Advantageous.