Technical Support Engineer Jobs

About The Position

Requirements

• BS or MS degree in Electrical Engineering/Computer Engineering or equivalent work experience
• Minimum of 5 years’ experience in a Technical Support Environment
• Working knowledge of networking technologies and protocols, storage area network (SAN)
• Understanding of SNMP monitoring and management
• Excellent knowledge of Windows and Linux/UNIX servers
• Ability to rapidly adopt new technologies
• Excellent customer communication, problem solving, planning and organization skills
• Excellent troubleshooting skills
• Strong verbal and written communication skill
• Works cooperatively with others as a teammate to achieve results, build morale, and celebrate the successes of others
• Frequent use of mouse and keyboard
• Frequent phone usage
• Occasional lifting

Nice To Haves

• Scripting knowledge is desired
• Additional European Language (Spoken business level.)

Responsibilities

• Answer client technical inquiries (phone, email and web) and effectively communicate to both clients and internal personnel while working under pressure.
• Understand, troubleshoot, diagnose and resolve OEM and customer issues.
• Define and manage problem resolution plans and communicate closure / resolution to OEMs and customers.
• Document client calls in the service request database.
• Provide troubleshooting skills, lab replication and research for more difficult problems.
• Ensure client expectations are properly managed, and that technical issues and needs are resolved to the client's satisfaction in a timely manner.
• Effectively manage many different tasks simultaneously.
• Document sequence of events related to resolving OEM and customer technical issues.
• Analyze data traces from protocol analyzers.
• Assist in improving and creating processes and procedures to improve quality and productivity in the Support Team.
• Work as part of the Global Team, seamlessly providing support to OEMs and customers regardless of location / time zone.
• Be involved in the creation and completion of department and individual goals and fulfilling all services requests received from customers.

Benefits

• Medical, dental and vision plans
• 401(K) participation including company matching
• Employee Stock Purchase Program (ESPP)
• Employee Assistance Program (EAP)
• Company paid holidays
• Paid sick leave
• Vacation time
• Discretionary annual bonus
• New hire equity grant
• Annual equity awards