Technical Support Engineer

Cloudian • Manassas, VA

72d

About The Position

Cloudian Technical Support team provides Enterprise class, 24x7 post-sales technical support to our customers. Members of the Cloudian Technical Support focus on resolving post-sales related technical issues while focusing on exceptional customer service. Cloudian Technical Support Engineers are responsible for resolving technical support issues, responding to customers, driving issues to resolution, partnering with other teams within Cloudian to deliver resolutions, and becoming subject matter experts with the Hyperstore product. The onsite role will require you to be onsite at the customer location, Manassas VA, Monday to Friday. There maybe times when a weekend visit maybe necessary. Relocation may be considered for the right candidate.

Requirements

• 5+ years or equivalent of Technical Support experience with demonstratable skills in troubleshooting technical issues in complex software systems
• High degree of analytical and problem-solving skills
• Customer-oriented attitude and strong customer-facing skills
• Proficiency with Linux, shell scripting and networking
• Understanding of storage concepts, distributed file systems preferred
• Ability to work within a customer site with minimum supervision
• English language proficiency

Nice To Haves

• Experience with S3 API and commands
• Experience with Salesforce case management
• Experience with distributed systems, NoSQL DB, storage systems knowledge
• Experience on Object Storage
• Experience with computer hardware and firmware
• Proficiency in Reporting

Responsibilities

• Help resolve software and technical questions for the customer efficiently and effectively
• Become an expert on the Cloudian HyperStore storage systems which is a high-performance, distributed storage systems deployed on Linux
• Gather the required information necessary to triage and troubleshoot issues and questions
• Manage customer expectations regarding estimated response times for issue resolution
• Resolving the issues on site
• Meet SLAs like response and resolution times by partnering within the Customer Support Organization, Critical Case team, Engineering and other teams within Cloudian
• Extensively research and document customer technical issues
• Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate
• Partner with Technical Support team members on various strategic projects when needed
• Own customer technical issues from initial report to resolution, communicating with the customer to give a clear status update
• Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the wider team
• Present health checks to the customer on a schedule
• Manage any Cloudian specific hardware issues in the DC e.g. replace faulty hardware
• Responsible for code updates within the customer

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees