Sr Technical Customer Engineer Pixitmedia
Sr Technical Customer Engineer Pixitmedia
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Job Description
Sr. Technical Customer Engineer
We are looking for an experienced Sr Technical Customer Engineer who will help us elevate our World Class Customer Engineering team which has won the prestigious Stevie Award for ten consecutive years drive excellent customer service and support DataCores software solutions ensuring alignment between the technical solutions and the business needs.
The role of the Sr Technical Customer Engineer is varied covering both software and hardware skillsets across storage technologies as well as server maintenance and network configuration. The successful candidate duties will include configuration testing 1st through to 3rd level support and occasional customer training.
It requires a senior engineer who has strong technical skills inspires and interfaces well with the team and has a very sound understanding of what the business/the customer wants and by extension the DataCore.Next Vision.
Duties:
- Work on customer projects such as upgrade planning delivery and reporting
- Help develop service procedures policies and standards
- Manage escalated customer issues and follow problems through to resolution
- Keep accurate records and document customer service actions and discussions
- Document procedures for all storage policies procedures and guidelines
- Upgrade Cloud and onprem systems as required for enhanced functionality and issue resolution
- Provide training and documentation of systems and support procedures to be utilized by the larger engineering and operations teams at the facility
- Develop scripts for the automation of routine tasks
- Keep ahead of industrys developments and apply best practices to areas of improvement
- Be available for conversations on weekends and/or bank holidays should an escalation arise
- Occasionally support sales and marketing with onsite presence at trade shows
Knowledge Skills & Abilities:
- Understanding of SaaS and Cloud hosting of software development activities
- Experience with administering / monitoring infrastructure on bare metal private/public cloud or hybrids. (e.g. Azure Google Cloud AWS Open Stack VMs etc)
- Knowledge of SAN/NAS/Object storage is strongly preferred. Work with a large customer base regularly by ensuring our SLAs and met
- Excellent communication skills organisational interpersonal verbal and written
- Driven to get results and achieve goals while maintaining top level integrity and a strong work ethic
- Proven track record of customer facing professional services delivery
- Flexibility to work in a fastpaced environment
- Team player maintain a positive and collaborative culture
- Coaching team members and continuously developing our customer support capabilities
- Working knowledge of customer service software ticketing system databases and tools
- Ability to think strategically with strong problem solving and debugging skills
- Familiarity with IT practices in a data centre
- Excellent customer service orientation creative approach to problem solving
- Advanced troubleshooting and multitasking skills
- Willingness to travel for customer onsite operations onsite meetings demos and for international exhibitions and customers
Education / Experience:
Degree in computer science software engineering Information Technology or equivalent related experience
58 years of relevant industry experience (Windows/Networking/Storage/Infrastructure)
58 years proven working experience as a customer support engineer
Startup technology company experience strongly preferred
Indepth handson UNIX/Linux system administration skills and experience in managing large scale distributed environments
Experience in Storage technologies such as RAID Fiber Channel iSCSI CiFS NFS Flash LTO etc
Experience in Windows/Linux Server build configuration and administration
Working knowledge of network infrastructure services and toolsets
Experience on storage environment (NAS SAN RAID distributed file system object storage RESTful API Amazon S3
Solid networking knowledge: lowlevel networking concepts and designrouting bonding VLAN TCP/IP
Scripting skills (Bash Python PHP PowerShell) Automation (Ansible)
Experience with data management data backup and data recovery
Prior experience in a role with a successful track record of meeting or exceeding customer engineering goals
Proficient experience working with remote file sharing protocol SAN connectivity methodologies for storage systems TCP/IP and Networking RAID WindowsLinux Operating Systems Virtual infrastructure etc
Familiarity with Server Virtualization products (Docker Kubernetes) NAS concepts and infrastructure monitoring protocols Storage concepts and infrastructure remote authentication methodology and data collection on remote systems
Knowledge of Atlassian stack. (Jira Confluence)
Additional European language is a plus
Apart from core office hours he/she shares in an oncall rotation for support coverage which includes weekends and holidays
Must be willing to travel & work evenings overnights weekends holidays with little notice
LINUX kernel builds
Application experience (AD Exchange SQL Oracle etc.
Micro Services workflows
Required Experience:
Senior IC
Employment Type
Full-Time
