Sr. Technical Support Engineer

• Resolve any customer issues through diligent research, reproduction, and troubleshooting over phone, email and/or remote debugging session.
• Document and track support cases. 
• Keep customers well informed about the status of their cases 
• Work closely with internal resources to exceed customer expectation and drive complete customer satisfaction. 
• Work with the engineering team on escalations, critical internal and external issues. 
• Develop and maintain content for knowledge base. 
• Identify trending issues early. 
• Reproduce customer issues in house together with QA. 
• Build the core support infrastructure. 
• Participate in on-call rotations. 
• Preferred working hours 8am PT to 5pm PT.

• 5+ years of experience in providing technical support to enterprise customers. 
• 3+ years of experience as an Escalation Engineer or equivalent.
• Expert knowledge of VMware vSphere 5.5 and above.
• Experience with Enterprise Storage, Servers and Networking is highly desired. 
• Strong Linux or UNIX administration skills, including OS and application installation, and configuration. 
• Experience with SQL and python scripting is a big plus.
• Working knowledge of common UNIX utilities, such as editors and command shells. 
• UNIX/Linux kernel diagnostics/debugging (at a level typically found in level 3 support staff) 
• B.S. in Computer Science or related field preferred.
• Excellent interpersonal skills.
• Strong verbal and written communication skills.