Tier 3 Support Engineer

Scale ComputingCustomer Success 6-8 Years

Job Description

Great candidates will look like this:
• Enjoy troubleshooting and problem-solving analytically at the network and OS levels
• A leader and team player who can work well within the team and collaborate cross-functionally, especially in a remote environment
• An excellent communicator who is efficient and effective with customers and colleagues via web conference, email, and in-person
• A motivated self-starter who thrives on prioritization and follow-through
• Passionately creative in mindset, and has the ability to adapt quickly to evolving business needs
• Have superior organizational and professional skills to deliver the highest level of response internally and externally

Responsibilities
• Support our Hyper-converged computing clusters for Scale Computing end-users, VAR, OEM, partners, and internal customers
• High level technical troubleshoot, problem-solve analytically with a 95% customer cases/resolution
• Answer inbound customer and partner calls, cases, and chats
• Provide high-level technical training to support engineers
• Able to complete Tier 3 level services including Remote Installations, Quickstart Migrations, ICOS to HyperCore migrations, Network Planning, and HC3 Expert training, DR Planning and Professional Services Engagements
• Work closely with the software development team on the highest level technical issues
• Create RCA (Root Cause Analysis) for customers and executive summaries for other departments and members of the executive team on escalated customer issues
• A senior leader on the Support and Services team that promotes a positive environment for our team and our customers and services as an example of how to properly complete all support processes without issue
• Self-education on Scale technology, architecture and methodology
• Self-education on third-party applications that work with Scale Computing
• Provides excellent customer service to EVERY internal and external customer

Requirements
• A BS degree in a technical field or equivalent work experience is required
• Minimum of 5 years of experience in a technical support organization and product-specific training related to networked storage products is required
• A+ Certified or equivalent experience
• Network+ Certified or equivalent experience
• RHCSA Certified or equivalent experience
• Experience working from the command line and troubleshooting complex Linux and Windows operating systems
• Experience troubleshooting hardware and replacements, networks including switch configurations and complex connectivity issues
• Experience with data migrations from varied sources and troubleshooting 3rd party backup utilities (Acronis)
• Willingness to learn and contribute to a team environment
• Diverse exposure and understanding of a variety of operating systems, virtualization platforms, and understand the interaction of the different layers of technology (Network, storage, etc.)
• Strong organizational discipline and professional communication skills

Other useful skills/experience
• Technical knowledge and experience in the following: virtualization (mainline hypervisors), operating systems troubleshooting, IP networking, and storage technologies, both direct and NAS/SAN
• The candidate should also have a comfort level at a command line, and a working knowledge of Linux, particularly how to navigate when logged in to a Linux host, perform diagnostics using Linux commands, execute scripts, and log analysis
• Experience troubleshooting clustered systems and clustered file systems is a plus
• Exceptional customer management and communication skills, both verbal and written, as required to understand customer needs and ensure clarity on the status of technical problems
• Experience with one or more Case Management systems is a plus

Posted On

March 26, 2021