Technical Support Engineer, Level 2

What YOU will do?
Respond to escalated technical issues surrounding the platform, primarily by web portal, telephone, and e-mail
Interfaces directly with customers at different stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution
Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting
Work directly with other technical support staff, quality assurance, development, and the Account Team to resolve problems
Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
Thoroughly documents all issues, develops and reviews content for knowledge base.
 
What YOU need is:
Minimum of 3-5 years of experience in EnterpriseDatacenter software solutions support
Knowledge of TCP/IP, DNS, and other networking concepts.
Customer-focused and team-oriented.
Must have a passion for troubleshooting client problems and satisfying customer needs
Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic.
Excellent interpersonal skills
Excellent spoken and written English
 
Preferred
Experience with VMware vSphere family
Experience in MS Hyper-V product/solution
Experience in AWS virtualization
S. in Computer Science, Electrical Engineering, Math, or equivalent work experience
VCP certification
Cloud Computing experience
Computer Science degree
Linux or UNIX familiarity with the installation and configuration of Linux or UNIX operating systems & setup and operation of TCP/IP networking on Linux or UNIX systems
Understanding of storage subsystems.