Monday, January 24, 2011

[KITlist-Tech] Sr. Technical Support Engineer (Silicon Valley, CA)

 


Please direct your responses to: mike@silverkeyinc.com

This role is ideal for a Systems Administrator or DBA turned product support engineer. I need very strong technical experience for this role.

About You

Your technical and people skills matter to us, because you will need those skills to get the job done and make sure our customers get their job done. But even more than that, we are looking for people who can think, who love working as part of a team, have a passion for great software products and delivering the highest levels of support. If that sounds like you, then contact us as soon as possible.

Key Objectives

Provide product support at the technical level to Systems Engineers, Professional Services Consultants, Partners, and end users

Provide feedback from field to Product Management and Engineering

Help create referenceable customers

Provide training to the field

Create good will in the installed base

Specific Responsibilities

Answer issues from the field and customers via email, web portal and calls

Create trouble tickets and log ongoing activity

Identify, diagnose and resolve technical problems

Create bugs reports

On-site trouble shooting

Create test cases and environments to reproduce issues in-house

Install product remotely and on-site

Foster teamwork in solving customer, process and organizational issues

Provide assistance to customers to integrate 3rd party tools

Create knowledge base articles

Train other Technical Support Engineers, SEs, and Professional Services Consultants

Review internal design and specification documents to provide customer perspective

Continually increase knowledge of product, 3rd party tools, and HW and SW platform

Provide customers with work-arounds

Diagnose field problems

Keep customer & internal groups apprised of business impact and heads-up information

Required Technical Skills

In depth knowledge of Linux system administration including Linux installation and configuration, disk/RAID configuration, network configuration, and general trouble-shooting

Strong knowledge of SQL, query-writing

Experiences with commercial database products such as Oracle, DB2, Sybase, Informix, Postgres etc.

UNIX scripting languages including shell, python, awk, Perl

Familiar with network diagnostic tools

General knowledge of TCP/IP

Familiar with networking switching products such as Cisco and Foundry

Required Experience

Minimum 4 years of recent, professional experience in technical support for an enterprise product based on Linux

Prior software start up experience

Prior programming experience

Experienced in utilizing support and call center tools

BS or better in a technical field (Computer Science preferred)

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