Sr. Technical Support Engineer

Datrium is growing! We are looking for a senior technical support engineer to join our global support team. 

In this exciting position you will be responsible for ensuring the success of our growing customer base. Datrium Senior TSE’s are responsible for troubleshooting and resolving complex customer issues across a broad spectrum, which include configuration, hardware, software, network, and environmental issues. To provide the best customer experience the senior TSE will be responsible for being the voice of the customer within Datrium, collaborating with all internal groups to drive positive customer outcomes. 


Responsibilities 

  • Own and resolve support cases across all severity levels through diligent research, reproduction, and troubleshooting
  • Handle customer issues via phone, email, customer portal, or remote sessions
  • Strong collaboration and teamwork with engineering and other internal groups to resolve customer issues
  • Manage all customer issues in our ticketing system
  • Keep customers updated about the status of their cases
  • Ability to manage complex and critical customer situations with professionalism and empathy
  • Knowledge sharing/documentation via training, white papers, knowledgebase contribution (author/review)
  • Train and mentor junior support team members
  • Ability to manage multiple projects/customer issues simultaneously
  • Requires limited day to day supervision
  • Weekend, holiday and after hour on-call responsibilities

Required Experience and Skills

  • Minimum 5 years of experience in providing technical support to enterprise customers 
  • Minimum 3 years of experience as an Escalation Engineer or equivalent
  • Proven ability to be the customer advocate
  • Proven ability to troubleshoot complex customer issues
  • 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
  • Strong spoken and written communication skills
  • Excellent interpersonal skills
  • Travel: 0%-5%

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