Senior Customer Success Engineer

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Job details

Senior Customer Success Engineer Needed / $120k-$180k / Morrisville, NC / Securing the World's Data

This Jobot Job is hosted by Brandon Yolles

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Salary $120,000 - $180,000 per year

A Bit About Us

Based near Morrisville, NC, we offer live data access for recovery and application development by fusing enterprise data management with web-scale IT.



Why join us?


Competitive Compensation

Comprehensive Medical, Dental, Vision Insurance

401(k)

PTO/Sick/Vacation/Holiday Pay

Job Details

Responsibilities

• Independently diagnose and resolve problems in our products, as well as in the customer environment (e.g physical Linux and Windows system, VMWare virtual machines)
• Troubleshoot networking connectivity and performance issues between our appliances and the cloud (e.g. AWS, Microsoft Azure), using Wireshark and other packet tracking and analysis tools. Assist customers and partners in administrating and configuring network, router, switch (e.g. Juniper and Cisco), firewall and spam settings
• Author knowledge-base articles for customers and internal consumption, detailing the symptoms, cause, workaround and solutions of common and/or known issues
• Participate in weekend and holiday on-call/shift rotations
• Work with our Engineering and QA teams to recreate customers' issues in the lab. Review documentations (e.g. Release Notes, User Guide) on upcoming new software releases
• Develop and enhance tools for analyzing logs, stats and performance data collected within the appliances
• Contribute to the effective and efficient handling of all levels of technical support cases from basic user questions to issues requiring more in-depth technical and problem-solving skills
• Independently diagnose and resolve problems within our sphere of the customer environment
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Work with 3rd parties on interoperability issues
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Design, define and document support processes, training and knowledge-base articles for customer and internal consumption
• May work as assigned engineer on specific accounts
• Managing top accounts for the company
• Addressing the most technically complex issues
  
  

Requirements

• 10+ years doing enterprise technical support in storage or backup verticals, including advanced issues such as snapshots, replication, data recovery, networking, and VMware administration
• Must have working experience with Linux / Unix command line
• Must have technical working experience of VMware, backup technologies, networking
• Strong written and oral communication skills with the ability to document and present technical content to all levels
• Strong experience in one or more of the following areas Microsoft Enterprise Applications, Databases, Cloud Technologies (AWS, Azure, Google Cloud, Private Cloud Platforms), Storage (NAS and SAN)
• Strong experience with scripting languages (bash, Python, Perl, PowerShell) is highly desirable
• Bachelor's Degree in Computer Science, Engineering, related field OR relevant work experience
• Hands-on experience with installation, deployment, troubleshooting, configuration and tuning of enterprise applications and solutions
• Demonstrated experience in delivering a high-touch and delightful experience
• US citizenship
• Can cover US West (i.e.,2nd shift EST)
• Will be located in an office (T-Th) - RTP is the preferred location
  
  

Interested in hearing more? Easy Apply now by clicking the "Easy Apply" button.

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