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.

Requirements:

• 5+ 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
• Basic knowledge of one or more scripting and/or programming languages (ex. Python, Go, Bash,  C++, C#, Java etc)
• 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
• Prior Advanced Services Engineering Support experience