Senior Technical Support Engineer

San Mateo, CA 94402

Posted: 10/24/2019 Employment Type: Direct Industry: Technical Support Job Number: atc-476

Job Description

Senior Technical Support Engineer-San Mateo

This is a terrific opportunity to be a part of global technical support team in a quickly growing technology company in a hot market segment using technologies like NoSQL databases and techniques (e.G., Cassandra, Redis), Java, Linux (RedHat/CentOS), Puppet, GitHub, Elasticsearch.

You are will interface with customers for all technical matters, most
importantly, troubleshooting any problems with cloud stack software in
installation, operations and management.

Core Responsibilities Are:
- Troubleshooting, answering questions, technical discussion with pre-sales and post-sales customers via e-mail/web/phone. Work with Engineering team for defect reports, troubleshooting, and feature requests. 
- Become an expert on the cloud storage system that is a high-performance, distributed storage system deployed on Linux.
- Manage communications/expectations to customers at all level to maintain good relationships with contacts at customers and partners. Customers are cloud service providers (data centers and  ISPs), system integrator/reseller partners, and enterprise customers. 
- Mentor other junior members, an opportunity to lead ad-hoc projects.
- Occasional off-hours and weekend work.
- Occasional travel to customer sites and filed offices.

Job Requirements

Key Requirements Are:

5 or more years of technical support experience with demonstrable skills in troubleshooting technical issues with a complex software system. More than just information passing between the customer and the Engineering team.

- High degree of analytical and problem solving skills.

- Customer oriented attitude, strong customer facing skills.

- Proficiency with Linux and networking.

- Proficiency in scripting (bash, perl, python, or ruby).

- BS/BA degree or better

- Ability to work with minimum supervision.

Desired Knowledge, Skills:
- Java development skills, DevOps experiences
- Distributed systems, NoSQL DB, storage systems knowledge
- Experience on cloud environments (AWS, GCE, Azure) or platforms (OpenStack, CloudStack,)
- Experience on Object Storage (OpenStack Swift, Ceph, Scality, Cleversafe, etc)

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