Our client is a fast-growing startup in the space of cloud storage urgently seeking a Technical Support Engineer for an office-based role in Syracuse, NY.
This is a customer-facing role where you will work to solve product and network problems of low to high complexity. You must be able to effectively utilize complex lab setups to duplicate and solve problems.
3+ years of technical support experience, exp with storage software a distinct advantage
1+ years experience with SQL and database administration
Technical BA/BSc degree or equivalent combination of education and experience in a computer technology field
Solid knowledge of internet protocols such as TCP/IP, HTTP, SSH, and DNS, as well as the ability to use diagnostic tools such as packets sniffer, ping, nslookup- A must
Good Windows (including servers), Mac & Linux admin skills and troubleshooting ability- A must
Quick learner with a desire to learn new tools and techniques
Multi-tasking and problem resolution abilities
Help customers solve technical issues and properly set up their storage software products
Answer questions from existing and prospective customers about the features and capabilities of storage software products
Analyze customer’s problems by using remote access, debug files, network captures and more
Recreate customer’s symptoms at test lab and assist in troubleshooting and resolving product bugs
Follow up on customer cases/ tickets through CRM
Write customer-facing technical documentation for the knowledge base and website
Communicate customer needs and wishes to the development team