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About us:
Nebula is seeking a capable and diligent Escalations Engineer to drive enterprise customer engagements and guarantee success using our products and services
Position Title: Escalation Support Engineer
Location: Palo Alto, CA
Category: Information Technology Type: Full-Time
Description:
The role calls for a natural problem solver with experience in a customer facing setting. This person will be involved in post-sales activities, advanced troubleshooting and solution design. The ideal candidate will demonstrate a broad understanding of cloud and virtualization technologies, strong Linux systems skills, strong written and verbal skills, ability to gather resources to find solutions, and a passionate commitment to product quality and customer success.
This position will be one of the first members the support team. It offers a great opportunity to play a multi-faceted role in the support of Nebula customers. This is not just a position to answer customer requests and move on to the next case- it is an opportunity to have a significant impact on the success and direction of the support organization at Nebula and the company as a whole.
Responsibilities:
- Respond to customer inquiries by phone, email and in person
- Resolve technical issues through research, troubleshooting and reproduction
- Work directly with field-based and development teams to ensure successful delivery of our solution
- Complete root-cause analysis for resolved issues
- Document all technical inquires.
- Help beta test our product.
- Develop product documentation, solution guides, knowledge base, troubleshooting tools, and other materials to better support our customers
- Provide feedback on product features, enhancement requests
- Work with development and Systems Engineers on escalated issues
- Find creative and novel solutions to complex issues
- Work with Product Development, Product Management, and Sales to assure that customer requirements are met and communicated appropriately
Requirements:
- Strong Linux/UNIX system administrator skills in large scale environments
- Expert level network architecture and troubleshooting ability
- Expert level of understanding of Internet protocols (DNS, SSH, TLS, HTTP, FTP)
- Fanatical attention to detail and follow up
- Experience with shell scripting
- Excellent written and verbal communication skills
- 4+ years in a post-sales or enterprise customer support capacity.
- Knowledge of modern infrastructures: application servers, clustering, virtualization
- Understanding of TCP/IP networking stack
- Socket level debugging skills are a plus
- Experience resolving system crashes and hardware related issues
- Experience with performance troubleshooting
- The ability to evaluate, prioritize, and manage customer incidents based on company and customer priorities
- Must utilize these skills to communicate effectively with all customers and across all groups in the organization
- Bachelor’s degree in a technical discipline (or equivalent)
Personal Characteristics:
- Indomitable: The successful candidate will reject setbacks and will enthusiastically persist until ambitious goals are achieved
- Resourceful: The successful candidate will be proactive, resourceful and innovative in tackling complex technical challenges
- Passionate: The successful candidate will be committed to the customer and to product quality
- Accountable: The successful candidate will be a results-oriented team player who leads by example; is accountable for performance; takes absolute ownership; and champions all aspects of customer and product initiatives
- Demonstrates an ability to maintain calm yet nimble during critical situations
- Demonstrates a sense of urgency. Escalates product issues when appropriate; and maintains communication with customers, team, and management
Bonuses:
- Experience with configuration management/ automation/ orchestration systems such as Chef, Puppet, or CFEngine.
- Experience with technical documentation
- Experience with a scripting language (ideally Python)
- Experience with Active Directory/ OpenLDAP/ FDS/ eDirectory
- One or more past startups
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