Technical Support Engineer, L2

Job Summary

In this customer-facing role, you'll apply advanced systems-level technical expertise to resolve highly complex customer issues, whether they come in through automated dial-home alerts, technical calls from Tintri customers and customer engineers, or remote maintenance and web support requests. You'll use independent judgment to work through problems and collaborate closely with engineering and other technical teams to build knowledge and drive resolution. Because this is a 24x7x365 organization, shift work, holidays, and on-call responsibilities may be required.

Responsibilities

Responsibilities for this role include but are not limited to:

• Always take care of the customer. Customer Satisfaction is job #1.
• Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system-level issues.
• Effectively communicates procedural and technical issues to internal and external customers in a fast-paced and customer-critical environment. Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution.
• Identifies and provides resolutions to a diverse range of complex technical problems and mentors others in providing validated technical information, support process instructions, and special support requirements.
• Contributes to a centralized problem identification and resolution database and may provide senior or expert-level tasks like Engineering for assigned products or skills. Uses judgment, creativity, and sound technical knowledge to obtain and recommend solutions.
• Identifies, documents, and reports design, reliability, and maintenance issues.
• Understands and leverages Tintri’s technical communication structure and has a sphere of influence that extends well outside of the department
• Effectively leads efforts in facilitating problem recreation and failure analysis of systems-level issues and recommends and utilizes a wide variety of test equipment, diagnostic tools, and techniques used in problem resolution.
• Develop and implement resolutions to identified problems, and follow standard practices and procedures.
• Identifies records and works with management to proactively revise current procedures and tools to improve customer satisfaction
• Develops broad knowledge of the organization’s mission and strategy and relates it to day-to-day issues.
• Challenges existing processes based on industry best practices and enhances these for the benefit of all.
• May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales, and other Tintri Technical Support co-workers as appropriate.
• Monitors and tracks all service calls, provides call status updates at regular intervals, and communicates status to customers using Call Tracking Databases.
• Validates technical information issues early warnings and disseminates information as needed.
  
  

Skills And Qualifications Required For This Role Include

• 5 years of experience in Enterprise level Technical Support
• Microsoft Hyper-V MCS, VMware VCP, Platform9 certification, or equivalent hands-on experience administering and managing enterprise virtualization and hypervisor platforms.
• TCP/IP-based networking and troubleshooting skills
• Hands-on experience with enterprise storage systems (SAN/NAS, NFS, iSCSI, or Fibre Channel), including RAID concepts and storage array troubleshooting, required
• Performance and Network Optimization, Log Analysis experience
• Ability to communicate verbally and in writing.
• Fluency in English is required
• B.S. in Computer Science, Electrical and Computer Engineering, Math, or equivalent work experience
  
  

Pluses

• Python scripting, Ansible
• Experience with Wireshark and packet-level analysis
• Experience with SQL database, MongoDB, Oracle, or another database
• Experience with Docker and Kubernetes