Technical Support Engineer

Tintri   •  

Columbia, MD

Industry: Professional, Scientific & Technical Services

  •  

Not Specified years

Posted 103 days ago

This job is no longer available.

As a Technical Support Engineer, you will provide first-levelsupport to customers,support personnel, and fieldsupport staff, focused ontroubleshooting, repairing and debugging Tintri products. Support incidents can range from hardware and/or software issues with Tintri storage systems and solutions, to interoperability issues. You will berequired to utilize and add to the Tintri knowledge base. As a 24X7X365 organization shift work, holidays andon-callresponsibilities will berequired.

Description

Responsibilities

  • Always take care of the customer. Customer Satisfaction is job #1.
  • Leverage internal technical expertise, knowledge base, scripts, log files, and other internal tools, to provide the most effective solutions to customer issues.
  • Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans
  • Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.
  • Create new knowledge base articles to share information for reuse throughout the Technical Support Center
  • Document case history and status to provide background prior to escalating to higher level

Skills & Qualifications

  • Exceptional command of the English language
  • Exceptional writing skills
  • 0 – 2 yearexperience in Enterprise level Technical Support or Technical Degree equivalent
  • B.S. in Computer Science, Engineering, Math, or equivalent work experience

Pluses

  • Microsoft Hyper V MCS and/or VMWare VCP certification or equivalent Hypervisor administration work experience
  • TCP/IP based networking and troubleshooting skills
  • NFS, the UNIX remote file sharing protocol.