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Sr. Technical Support Engineer

at Aspera in Emeryville, CA   —   Jun 30, 2014   |  
Aspera’s unwavering mission is to create the next-generation software technologies that move the world’s data at maximum speed, regardless of file size, transfer distance and network conditions. Founded in 2004 and experiencing remarkable growth, Aspera is profitable, privately held and headquartered in Emeryville, California with satellite offices in the United Kingdom, France and Singapore. Aspera focuses on supplying innovative data transfer solutions that help organizations operate and collaborate more effectively on a global scale and serves more than 1,700 customers across all industries that need to move large volumes of data over wide area networks in practical timeframes, such as enterprise IT, games and software development, government, legal & eDiscovery, life sciences, media & entertainment and oil & gas.

High-profile users include James Cameron’s Lightstorm Entertainment who relied on Aspera software for moving massive visual effects files across continents during the production of Avatar, Netflix who receive all their video content directly to their cloud infrastructure via Aspera On Demand and BGI, the world’s largest genome research organization where Aspera solutions are used to enable global collaboration between scientists across the globe.

We are seeking a smart, experienced software/IT professional with broad knowledge of Windows/Unix, application software, and IP networks, and excellent communication skills to provide support, network troubleshooting, and light software integration services to our enterprise customers. As a part of a worldwide support team you will work collaboratively with technical support engineers in other regions as well as engineering and sales.
Troubleshoot issues in the deployment of Aspera's high-speed file transfer software in enterprise environments. This includes troubleshooting networking, operating system, file system and user management issues, typically by phone, email and web meetings.
Develop expert understanding of Aspera’s software solution and answer questions from customers and prospects about the features and capabilities of the software and SDK.
Develop custom scripts, web tools, and custom technical documentation to support customers in the use of Aspera software.
Document and track customer cases from start to finish ensuring customer expectations are properly managed and that technical issues are resolved to the customer’s satisfaction.
Work closely with the development and test teams to ensure that issues are corrected and usability problems are understood.
Support Engineers may be required to be on-call on a rotating basis throughout the year.
Ability to thrive in a self-starter, non-hierarchical environment including independently initiating, organizing and executing needed work.
Analytical with good attention to detail and excellent follow-through
Experience with CRMs (Salesforce), knowledgebase, bug and incident/ticket tracking systems.
B.Sc. or greater in Computer Science/Engineering or related discipline.
At least 10 years of professional experience developing and/or supporting software systems. Exceptional candidates with less experience will be considered.
Advanced knowledge of Windows, Unix and Mac OSX system administration, with emphasis on networking, user management, and security/access control.
Advanced knowledge of network configuration and troubleshooting including firewalls and proxies.
Software installation and configuration on Unix and Windows.
Strong people skills and the ability to communicate clearly and precisely with customers in written and verbal form and maintain accurate and timely records in our incident tracking system.
Strong troubleshooting and debugging skills, including comfort with common debuggers, packet analyzers and trace tools.
Excellent verbal and written communications skills including writing sound technical documentation and knowledge base articles and conducting in-person/online training.
Preferred Qualifications:
Strong scripting skills, such as Unix shell, Windows batch, Perl, Ruby or Python
Knowledge of Windows Active Directory/Group Policy
Basic web server (Apache or IIS) or database server (MySQL) administration
Experience with virtualization software
MCSE certifications a plus
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