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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