Technical Customer Engineer (Swarm)

Technical Customer Engineer (Swarm)

As a member of the World Class Customer Engineering team, which has won the prestigious Stevie Award for seven consecutive years, the position helps drive customer satisfaction and supports DataCore‘s software solutions, ensuring alignment between the technical solutions and the business needs. He/she will be part of a culture that inspires technical experimentation and empowers our teams to make sound technical and architectural decisions. He/she will be part of the front facing team from DataCore and the ideal candidate will be able to gracefully balance schedule needs with creative imperatives, pushing for quality and innovation. We operate in agile development environments and are transforming Customer Engineering to embrace agility. You will have an opportunity to make a difference and grow your skills and experience.'

Duties: 

• Provides the following services to partners and end-user customers:Troubleshooting and diagnostic of support issues for APAC/EMEA/US region (24*7 Readiness)


• Problem resolutions


• Product installations


• Product familiarisation training


• Provides L1/L2 technical support through E-mail, Telephone, Chat, and Incident Tracking Database
  Keeps Incident Tracking Database up to date with communications and recommendations in a professional manner


• Remains current on all of DataCore’s object storage products and sub-products


• Performs testing on engineering releases and determines suitability for customer shipment and problem resolution


• Works closely with the Product Development Team to provide input on open issues


• Works with customers on both short and long-term issues, including those at the engineering level


• Notifies affected customers and distributes permanent solutions when they become available


• Learns and displays how products would add value to the business


• Apart from core office hours, he/she shares in an on-call rotation for support coverage which includes weekends and holidays
   

Knowledge, Skills & Abilities:

• Must be able to convey complex information to customers clearly and concisely in writing and verbally in English


• Must have a comprehensive understanding of Linux administration and networking


• Must have the capacity for managing multiple issues and projects while maintaining a high degree of detail


• Ability to document use cases & best practices for customer guidance is required

Education/Experience:

• Must be 6+ years of experience (6-8 Years)


• Minimum 4+ Years of experience in a global, product-based/TAC/ support environment is required


• Linux troubleshooting/log analysis primarily (RHEL/Ubuntu) administration required


• Scripting competence in bash is required


• Network configuration/Concept clarity and Debugging experience required(TCP/IP, UDP/IP, DNS,


• HTTP, NTP, SNMP, NFS, Multicast, SSL/TLS etc.) is required


• Experience administering VMWare ESXi on Linux is require  (VMware ESXi, Proxmox or similar
   

Desired experience:

• Prior experience of supporting multiple products in TAC (RHEL/Ubuntu based SaaS/PaaS products) vendor environment is a strong plus


• Object storage/storage background support experience is strong plus


• QA background experience will be a strong plus


• Experience with Kubernetes/Docker is a plus


• Elasticsearch experience is a plus


• Windows Server/Active Directory experience is a plus


• Programming experience is a plus (Python, java etc)


• RHCE/RHCSA and CCNA certifications are a strong plus.