Pensando HQ|Remote US|Remote - Raleigh or Durham, NC|Remote - Dallas or Fort Worth, TX|Remote - Washington DC, Full time
Title: Sr. Customer Support Engineer
Responsibilities:
Provide tier 3 technical support using various diagnostic tools and strategies to identify root cause of hardware, software, network and connectivity issues
Escalate issues requiring manufacturing or engineering services (Tier 4) support assistance within prescribed service levels and procedures for problem resolution
Ensure technical support services are delivered to customers in a high quality and professional manner consistent with company initiatives, customer expectations as well as internal and external SLAs
Manage the RMA processes ensuring equipment is being delivered to the customer and returned hardware is sent from the customer location to Pensando
Participate in the 24*7 on-call support rotation to provide escalation coverage to customers for after-hours support
Proactively create and publish knowledge articles
Travel to customer sites as needed (<25%)
Achieve or exceed performance targets established by leadership for applicable Key Performance Indicators.
Prior Advanced Services Engineering Support experience is desired
Requirements:
7+ years of experience in providing technical support to large enterprise customers
Demonstrated expert knowledge in one or more of the following: Routing, Switching, Network Security, Software Defined Networking
Proficiency with the server networking configuration and troubleshooting in various OS environments: Linux, VMware ESX, Windows, FreeBSD.
Installation and troubleshooting knowledge in one or more following virtualization technologies, Docker, Kubernetes, VMWare, KVM, XEN, or Microsoft Hyper-V
Outstanding communication and interpersonal skills
Strong attention to detail
Be a self-starter with the ability to organize tasks and document solutions
Ability to work independently and as part of a team
Be committed to self-development
Able to read, write, and speak the English language fluently
Desired:
Industry certifications such as VCP, CCNP, JNCIP, CCIE
