Senior Technical Support Engineer - East Coast

This is a remote position.

About the Job:

You are our customer interface for all technical matters, most importantly, troubleshooting any problems with our software in installation, operations, and management.

Responsibilities:

• Troubleshooting, answering questions, technical discussion with pre-sales and post-sales customers via phone/web/email.
  
• Work with Engineering team for defect reports, troubleshooting, and feature requests.
  
• Become an expert on our HyperStore storage system that is a high-performance, distributed storage system deployed on Linux.
  
• Manage communications/expectations to customers at all levels to maintain good relationships with contacts at customers and partners. Customers are cloud service providers (data centers and ISPs), system integrator/reseller partners, and enterprise customers.
  
• Mentor other junior members, an opportunity to lead ad-hoc projects.
  
• Occasional off-hours, weekend work, and on-call duty.
  
• Occasional travel to customer sites and our offices.
  

Requirements:

• 5+ years or the equivalent of technical support experiences with demonstrable skills in troubleshooting technical issues in complex software systems. We need more than just information passing between the customer and the Engineering team.
  
• High degree of analytical and problem-solving skills.
  
• Customer-oriented attitude, strong customer-facing skills.
  
• Proficiency in Linux, networking, and scripting (e.g. bash, perl, python).
  
• Adoptable team player in a versatile environment.
  
• Ability to work with minimum supervision.
  
• English (must) - professional level oral/written communication.
  
• Other preferred languages - German, Dutch, French.
  
• Experience with firmware upgrades
  
• Experience in HW support
  
• Experience on S3 API and commands
  
• Java development skills, DevOps experiences
  
• Distributed systems, NoSQL DB, storage systems knowledge
  
• Experience on cloud environments (AWS, GCE, Azure) or platforms (OpenStack, CloudStack, etc.)
  
• Experience on Object Storage (OpenStack Swift, Ceph, Scality, Cleversafe, etc)
  
• Experience on Splunk or any other analytic tool