Technical Support Engineer, Cloud Storage

Our client is a fast-growing young startup in the space of cloud storage with over 100m USD in VC funding. They are urgently looking for a Technical Support Engineer. This is a customer-facing role where you will work to solve product and network problems of low to high complexity. You must be able to effectively utilize complex lab setups to duplicate and solve problems.
Responsibilities:
∙         Help customers solve technical issues and properly set up their  products
∙         Answer questions from existing and prospective customers about the features and capabilities of products
∙         Analyze customer's problems by using remote access, debug files, network captures and more
∙         Recreate customer's symptoms at test lab and assist in troubleshooting and resolving product bugs
∙         Follow up on customer cases/ tickets through CRM
∙         Write customer-facing technical documentation for knowledge base and website
∙         Communicate customer needs and wishes to the development team
 
Requirements:
∙         3+ years of technical support experience
∙         1+ years of experience with SQL and database administration 
∙         Technical BA/BSc degree or equivalent combination of education and experience in a computer technology field 
∙         Solid knowledge of internet protocols such as TCP/IP, HTTP, SSH, and DNS, as well as the ability to use diagnostic tools such as packets sniffer, ping, nslookup- A must
∙         Good Windows (including servers), Mac & Linux admin skills and troubleshooting ability- A must
∙         Experience with storage systems - An advantage
∙         Quick learner with a desire to learn new tools and techniques
∙         Multi-tasking and problem resolution abilities
Spanish/English bilingual a plus.

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