Sr. Technical Support Engineer (Virtualization)

Founded in 2012 and funded by Sequioa, Redpoint, and Cisco, Springpath’s team is comprised of top-notch engineering veterans and professionals who architected breakthrough products at leading companies like VMware, NetApp, Brocade, Dell, Data Domain, and IBM Research.

We are redefining and disrupting the storage industry with our Hyperconverged Software.

At Springpath, we recognize our customers and partners are the heartbeat of our business. We continuously enhance our platform and products to ensure we are leaders in driving an effortless customer experience. The Technical Support Engineering team works across all dimensions of our business on behalf of our customers. We work closely with our sales, product, development, and QA teams as passionate customer advocates. Our Technical Support Engineering team are experts in virtualization, compute, storage and networking solutions. The team is responsible for the implementation and adoption of our products and the ongoing delight of our customers.

We are committed to being technical leaders in hyperconverged infrastructure and ensuring solutions are optimized for each customer use case. We are technical and business problem solvers, committed to delivering disruptive technology solutions, and equally committed to delivering a disruptive, but elegant and effortless, user experience to our customers.

Responsibilities Include:

- Drive customer expertise, adoption and optimization of Springpath solutions.

- Investigate, analyze, diagnose and resolve complex IT infrastructure problems.

- Resolve problems across applications, database or data errors, message flow, server performance, storage optimization, and network connectivity.

- Partner closely with engineering, development and QA to identify and isolate root causes of customer issues.

- Drive identification and implementation of bug fixes and feature requests that continue to enhance Springpath product leadership.

- Create knowledge base articles and trouble shooting documents from customer case analysis and assessments.

- Generate process flow diagrams, training materials, training videos and other similar content as needed.

- Deep virtualization knowledge, specifically VMware, VSphere, KVM, and/or MS-HyperV hyper VMware Certified Professional (VCP6-DCV) highly recommended

- VMware Certified Design Expert(VCDX) recommended

- VMware Data Center Virtualization certification VCP6-DCV or equivalent experience recommended

- Strong understanding of Linux fundamentals, performance tuning, and troubleshooting. (CentOS, Ubuntu, other).

- Experience scripting customer solutions and providing feedback and scripts to engineering (knowledge of shell and/or python preferred)

- Experience with common Internet services and protocols such as DNS, NTP, SMTP, LDAP/AD, DHCP, and HTTP.

- Prior support of storage solutions and expertise in deduplication, compression, snapshotting, cloning, and DR practices. Should include experience with switch, routing, and networking protocols including iSCSI, NFS, CIFs, and FC.

- Experience deploying IT infrastructure (provisioning, system configuration, monitoring, identity and access management, virtualization, compute, storage and networking)

- Track record successfully solving problems in a repeatable, scalable way and being a passionate customer advocate.

- Team player with desire to serve customers and teammates.

- 5+ years experience in customer support, virtualization administration, system administration, or storage administration role.

- Can include experience in development and QA.

- Passion for continuous learning and personal growth.

- Completion of a 4 year degree in computer science or similar.

All your information will be kept confidential according to EEO guidelines.