Sr Technical Support Engineer

5 - 7 years experience  • 

Salary depends on experience
Posted on 05/16/18
Virtual / Travel
5 - 7 years experience
Salary depends on experience
Posted on 05/16/18

Job Description

Aspera, an IBM company is the creator of next-generation transport technologies that move the world’s data at maximum speed regardless of file size, transfer distance and network conditions. Based on its patented, Emmy® award-winning FASP™ protocol, Aspera software fully utilizes existing infrastructures to deliver the fastest, most predictable file-transfer experience. Aspera’s core technology delivers unprecedented control over bandwidth, complete security and uncompromising reliability. Organizations across a variety of industries on six continents rely on Aspera software for the business-critical transport of their digital assets.
 
High-profile users include James Cameron’s Lightstorm Entertainment who relied on Aspera software for moving massive visual effects files across continents during the production of Avatar, Netflix who receive all their video content directly to their cloud infrastructure via Aspera On Demand and BGI, the world’s largest genome research organization where Aspera solutions are used to enable global collaboration between scientists across the globe. 
 
We are seeking a smart, experienced Technical Support Engineer with broad knowledge of Windows/Unix, application software, and IP networks, and excellent communication skills to provide support, network troubleshooting, and light software integration services to our enterprise customers. As a part of a worldwide support team you will work collaboratively with technical support engineers in other regions as well as engineering and sales.
 
Responsibilities:
 

  • Troubleshoot issues in the deployment of Aspera's high-speed file transfer software in enterprise environments. This includes troubleshooting networking, web apps, operating system, file system and user management issues, typically by phone, email and web meetings.
  • Develop expert understanding of Aspera’s software solution and answer questions from customers and prospects about the features and capabilities of the software and SDK.
  • Develop custom scripts, web tools, and custom technical explanations to support customers in the use of Aspera software.
  • Document and track customer cases from start to finish ensuring customer expectations are properly managed and that technical issues are resolved to the customer’s satisfaction.
  • Work closely with the development and test teams to ensure that issues are corrected and usability problems are understood.  
  • Support Engineers may be required to be on-call on a rotating basis throughout the year.

Required Technical and Professional Expertise

  • 4 + years of experience in related skills
  • Advanced knowledge of Windows, Linux, and Mac OSX system administration, with emphasis on networking, user management, and security/access control.

Preferred Technical and Professional Experience

  • Advanced knowledge of Windows, Linux, and Mac OSX system administration, with emphasis on networking, user management, and security/access control.
  • Advanced knowledge of network configuration and troubleshooting including firewalls and proxies.
  • Software installation and configuration on Unix and Windows.
  • Strong people skills and the ability to communicate clearly and precisely with customers in written and verbal form and maintain accurate and timely records in our incident tracking system.
  • Strong troubleshooting and debugging skills, including comfort with common debuggers, packet analyzers and trace tools.
  • Excellent verbal and written communications skills including writing sound technical instructions to users and customers and conducting in-person/online instruction.

148756BR

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