Support Engineer

Response and Resolution

• Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
• Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.
• Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.

 
Readiness

• Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). Develops expert level competence on support topics.

 
Product/Process Improvement

• Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.
• Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.
• Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness.
• Translates feedback and creates processes and workflows for case resolution.
• Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.

 
Business Integration

• Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.

Top 3 Must Have Hard Skills:

1. Networking - Understanding network topologies and common network protocols and services (DNS,HTTPS,SSH,TCP) | 2+ Years of Experience
2. Linux OSS - Familiarity with one or more shell environments (BASH, sh, tcsh, ksh) and Linux administration | 2+ Years of Experience
3. Operating Sys/Virtualization  | 2+ Years of Experience