Technical Leader (501/101-103)

Pensando HQ|Remote US|Remote - Raleigh or Durham, NC|Remote - Dallas or Fort Worth, TX|Remote - Washington DC, Full time

Title: Technical Leader, Customer Experience

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:

  • 10+ 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

Apply to Job
Name*
Email*
Phone
Location
LinkedIn Profile
Resume*