System Reliability Engineer - Level 2
About The Position
As a Level 2 System Reliability Engineer, you will be a member of a talented team that solves interesting and challenging technical issues for our customers. You will work directly with customers and internally with other engineers to debug, troubleshoot, and help resolve customer issues effectively and professionally. You will also work with colleagues in our Customer Success, Cloud Infrastructure, and Development Engineering teams to implement and influence new offerings using Silk solutions and other supporting technologies. You will identify and drive product and customer experience improvements by providing insights in a well-articulated, data-driven manner that identifies the product/service challenges of our customers.
Requirements
- Strong team building skills working with an inclusive, global team is paramount.
- Excellent customer service skills and a customer-focused attitude.
- Strong problem-solving skills: troubleshooting, problem analysis, and resolution determination while using good judgment/decision-making abilities.
- Self-motivation and an ability to use initiative
- Strong written and verbal communication skills (spoken and written English is mandatory, but additional languages are a plus)
- Effective learning skills and the willingness to learn new things and adapt quickly.
- Strong multi-tasking skills
- Excellent organizational skills and attention to detail
- A genuine passion for technology and desire and aptitude to increase the technical skill level required
- Cultural sensitivity
- Knowledge of Linux operating systems
- One year or more of experience working in a “customer-facing” role; technical support roles are preferred.
Nice To Haves
- Knowledge of LAN/WAN networking.
- Knowledge of MS Windows Server operating system
- Knowledge of Cloud Infrastructure
- Knowledge of enterprise storage fundamentals
- Experience working in an on-site office atmosphere is preferred
Responsibilities
- Provide direct technical assistance with customers for operational tasks and technical issues.
- Independently investigate and troubleshoot customer problems to resolution.
- Perform corrective maintenance activities with customers involving the Silk software platforms.
- Collaborate with Global Support and Engineering on advanced issues.
- Provide product knowledge to customers for maximizing the use of Silk solution features.
- Manage customer cases/tickets including communication tracking.
- Write customer-facing knowledgebase articles.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
