About The Position
As a Level 3 Technical Support Engineer , you will be a member of the support team that solves challenging Silk technical issues for our customers. This role is critical to the success and satisfaction of our customers.
You will identify and drive product and customer experience improvements by providing insights in a well-articulated, data-driven manner that identifies the product/service challenges of our customers. You will work directly with customers and with other engineers to troubleshoot, upgrade, debug, and help resolve customer issues effectively and professionally. Also, you will work with colleagues in Cloud Infrastructure and Development Engineering to implement and influence new offerings using Silk solutions and other supporting technologies. .
Responsibilities
- Provide in-depth technical support and corrective maintenance, work directly with customers, remotely as well as on-site, if required.
- Independently investigate and troubleshoot customer problems to resolution.
- Conduct preventative maintenance, such as software upgrades and best practice implementations.
- Collaborate with Global Support and Engineering on advanced issues.
- Effectively advocate for improvements on the customers’ behalf to Engineering and Product teams.
- Write technical whitepapers and application notes.
Requirements
- Excellent customer service skills and a customer-focused mindset
- Strong problem-solving skills: troubleshooting, problem analysis, and resolution determination while using good judgment/decision-making abilities
- Strong written and verbal communication skills (spoken and written English is mandatory)
- Willing to learn new things and adapt quickly
- Ability to multi-task
- Excellent organizational skills and attention to detail
- A genuine passion for technology and a desire/ aptitude to increase the technical skill level required.
- Self-motivation and an ability to take initiative.
Technical Skills
- Required Technical Skills:
- Strong knowledge of Linux Administration
- Strong knowledge of Microsoft Azure and Google Cloud Platform
- Strong knowledge of Enterprise SAN Storage fundamentals
- Strong knowledge of networking.
- Preferred Technical Skills:
- iSCSI protocols and Ethernet
- MS Windows operating systems
- Scripting skills including Python, Bash and PowerShell
- Hypervisor operating systems (ESX/VMWare and MS Hyper-V)
- Database software, preferably Oracle and MS SQL
- Automation tools such as Terraform and Ansible
- FC protocols
Experience
- Five or more years’ experience working in a “customer-facing” role as a technical support engineer including dealing with high severity/critical customer engagements.
- Experience in systems deployment/administration, network operations, software support or IT Consulting with recent work experience in a customer-facing role is a major plus.
About Silk
The Silk Platform delivers software-defined cloud storage that empowers high-performance cloud databases to perform, share data, and run efficiently. Our Instant Extract feature enables companies to quickly and securely leverage their most current data and distributed availability.
The Silk squad is made up bright, like-minded individuals who love technology, their teammates, and working together towards a common goal. Silks customers are #1 and we know from experience that winning together is the only way to go. Join our Squad!
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