Technical Support Engineer - FA

Responsibilities

Proactively seek to understand customer expectations
Answer and resolve support cases across all severity levels
Own and track customer issues using our ticket tracking system
Own all customer facing communications, ensuring the message is concise and professional
Shares, and documents knowledge via FAQ / KB articles, which can be internal or customer facing
Develops junior support engineers through training, and coaching
Manage multiple projects/support cases simultaneously
Champion customer issues internally, and represent the company externally
Leads large multi participant customer calls, including hot escalations
Normally receives little instruction on day-to-day work, general instructions on new assignments

Qualifications

Minimum 5 years of experience in customer-facing, technical support work
Subject Matter Expert in one or more technologies
Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources
Proven technical troubleshooting skills in a complex multi-platform-system-vendor environment
Experience in supporting both hardware, and software products
Ability to triage issues, and escalate them to appropriate engineering groups as necessary
Advanced to expert knowledge of technologies such as operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs, and storage area networks
Knowledge, and ability to troubleshoot Networking, Replication, Performance and Space issues
Demonstration of subject matter expertise in one or more of the following: NFS, S3, SMB, LDAP, IPv6
Must be willing and able to work in an open office, team environment