Sr. Technical Customer Engineer

We are looking for an experienced Sr Technical Customer Engineer who will help us elevate our World Class Customer Engineering team, which has won the prestigious Stevie Award for ten consecutive years, drive excellent customer service, and support DataCore‘s software solutions, ensuring alignment between the technical solutions and the business needs.

The role of the Sr Technical Customer Engineer is varied covering both software and hardware skillsets across storage technologies as well as server maintenance and network configuration. The successful candidate duties will include configuration, testing, 1st through to 3rd level support, and occasional customer training.

It requires a senior engineer who has strong technical skills, inspires and interfaces well with the team, and has a very sound understanding of what the business/the customer wants, and by extension, the DataCore.Next Vision.

Duties:

• Work on customer projects, such as upgrade planning, delivery and reporting
• Help develop service procedures, policies, and standards
• Manage escalated customer issues and follow problems through to resolution
• Keep accurate records and document customer service actions and discussions
• Document procedures for all storage policies, procedures, and guidelines
• Upgrade Cloud and on-prem systems as required for enhanced functionality and issue resolution
• Provide training and documentation of systems and support procedures to be utilized by the larger engineering and operations teams at the facility
• Develop scripts for the automation of routine tasks
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Be available for conversations on weekends and/or bank holidays should an escalation arise
• Occasionally support sales and marketing with onsite presence at trade shows

Knowledge, Skills & Abilities:

• Understanding of SaaS and Cloud hosting of software development activities
• Experience with administering / monitoring infrastructure on bare metal, private/public cloud or hybrids. (e.g. Azure, Google Cloud, AWS, Open Stack, VM’s etc)
• Knowledge of SAN/NAS/Object storage is strongly preferred. Work with a large customer base regularly by ensuring our SLAs and met
• Excellent communication skills, organisational, interpersonal verbal and written
• Driven to get results and achieve goals while maintaining top level integrity and a strong work ethic
• Proven track record of customer facing professional services delivery
• Flexibility to work in a fast-paced environment
• Team player, maintain a positive and collaborative culture
• Coaching team members and continuously developing our customer support capabilities
• Working knowledge of customer service software, ticketing system, databases, and tools
• Ability to think strategically with strong problem solving and debugging skills
• Familiarity with IT practices in a data centre
• Excellent customer service orientation, creative approach to problem solving
• Advanced troubleshooting and multi-tasking skills
• Willingness to travel for customer onsite operations, onsite meetings, demos and for international exhibitions and customers

Education / Experience:

Degree in computer science, software engineering, Information Technology or equivalent related experience

5-8 years of relevant industry experience (Windows/Networking/Storage/Infrastructure)

5-8 years proven working experience as a customer support engineer

Start-up technology company experience strongly preferred

In-depth hands-on UNIX/Linux system administration skills and experience in managing large scale distributed environments

Experience in Storage technologies such as RAID, Fiber Channel, iSCSI, CiFS, NFS, Flash, LTO, etc

Experience in Windows/Linux Server build, configuration, and administration

Working knowledge of network infrastructure, services, and toolsets

Experience on storage environment (NAS, SAN, RAID, distributed file system, object storage, RESTful API, Amazon S3)

Solid networking knowledge: low-level networking concepts and design, routing, bonding, VLAN, TCP/IP

Scripting skills (Bash, Python, PHP, PowerShell), Automation (Ansible)

Experience with data management, data backup and data recovery

Prior experience in a role with a successful track record of meeting or exceeding customer engineering goals

Proficient experience working with remote file sharing protocol, SAN connectivity methodologies for storage systems, TCP/IP and Networking, RAID, Windows 2019, 2016, Linux Operating Systems, Virtual infrastructure, etc

Familiarity with Server Virtualization products (Docker, Kubernetes), NAS concepts and infrastructure, monitoring protocols, Storage concepts and infrastructure, remote authentication methodology and data collection on remote systems

Knowledge of Atlassian stack. (Jira, Confluence)

Additional European language is a plus

Apart from core office hours, he/she shares in an on-call rotation for support coverage which includes weekends and holidays

Must be willing to travel & work evenings, overnights, weekends, holidays with little notice

LINUX kernel builds

Application experience (AD, Exchange, SQL, Oracle, etc.)

Micro Services workflows