Please direct your responses to: careers@vigilent.com
Vigilent harnesses Big Data to solve the complex problem of energy efficiency in mission-critical facilities. This is your opportunity to contribute as part of a proven, passionate company as we define and deliver intelligent energy management solutions that make the planet greener.
We seek an expert at identifying and resolving challenging technical issues as well as providing complex product usage guidance. Troubleshooting skills that span software applications, LANs, databases, systems integration and hardware are critical.
RESPONSIBILITIES:
• Work with internal departments and external customers to resolve technical issues, advise on best practices for installation, configuration and tuning of Vigilent products.
• Perform diagnostics, analyze configurations, install and upgrade software using remote access tools.
• Analyze log and core files to spot common trends and underlying problems.
• Create scripts and software tools to automate proactive data collection processes.
• Develop knowledge content and training materials covering troubleshooting and how-to topics.
• Create, track and document support cases in our CRM system; generate problem reports in bug reporting system.
• Provide the exceptional customer support and relationship management that distinguish Vigilent support as superior in the industry.
• Generate knowledgebase and training content for internal and external audiences.
REQUIRED SKILLS & EXPERIENCE:
• BS or MS in Information Systems Management or Computer Science. (Technical Certifications with 3+ years experience in a software support role considered in lieu of BS or MS.)
• 1+ year experience providing direct customer support in a technical environment.
• Linux support and administration experience.
• Experience configuring and troubleshooting protocols including TCP/IP, SMTP, DNS, FTP, SFTP, LAN, WAN, SSH, HTTP, SNMP.
• Experience with SQL databases (queries, maintenance, repairs) and virtual environments.
• Experience developing tools and scripts used to automate customer service processes.
• Understand how to take a consultative and collaborative approach when assisting customers, team members, and other employees to extract the information necessary for efficient issue resolution.
• Excellent diagnostic, analytic, problem-solving and debugging skills.
• Ability to identify the root cause of an issue and write concise, accurate, descriptive and explicit bug reports.
• Detail-oriented, with excellent organizational skills and able to manage multiple issues simultaneously.
• Excellent verbal and written communications skills.
• Commitment to providing world-class customer support, working with time-sensitive customers of varying technical expertise.
• Self-starter who works well with others throughout departments across the company.
• Ability to pass background check and drug screen.
• Travel (up to 10%) may be required. A valid passport with ability to travel to Canada, East Asia, and Europe is required.
DESIRED SKILLS & EXPERIENCE:
• Experience in data center, HVAC or building control systems markets.
• Familiarity with Ubuntu, Firebird, Zabbix.
• Bilingual (Japanese).
TO APPLY:
• Please submit a cover letter and resume to careers@vigilent.com
Vigilent Corporation is an Equal Opportunity and Affirmative Action Employer committed to providing a workplace that includes people of diverse backgrounds. Vigilent participates in the E-Verify program as required by law.
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