Job Role: Technical Support Engineer Location: West Coast
This is a customer-facing role where you will work to solve product and network problems of low to high complexity. You must be able to effectively utilize complex lab setups to duplicate and solve problems.
Responsibilities:
- Help customers solve technical issues and properly set up their CTERA products
- Answer questions from customers and prospective customers about the features and capabilities of CTERA products
- Take customers calls over the phone, CRM or chat
- Analyze customers problems using remote access, debug files, network captures, etc.
- Recreate customers symptoms at test lab and assist in troubleshooting and resolving product bugs
- Follow up on customer cases/tickets through CTERA's CRM
- Write customer-facing technical documentation for CTERA's knowledge base and website
- Communicate customer needs and wishes to CTERA's development team
- 3+ years of technical support experience.
- Technical BA/BSc degree or equivalent combination of education and experience in a computer technology field.
- Solid knowledge of internet protocols such as TCP/IP, HTTP, SSH, and DNS, as well as the ability to use diagnostic tools such as packets sniffer, ping, nslookup, etc. - required
- Good Windows (including servers), Mac & Linux admin skills and troubleshooting ability - required
- Experience with storage systems – an advantage
- Quick learner with a desire to learn new tools and techniques
- Multi-tasking and problem resolution abilities
- English – Fluent (verbal and written)
- Work from home office. Have a quiet home office space
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