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
