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Support/Field Engineer

at Amplidata in Milpitas, CA   —   Jul 03, 2014   |  
Overview
The engineer will be part of an integrated Operations & Field Engineering team providing remote and onsite critical 24x7 mission customer support and interface with engineering resources located at international facilities.
This position requires strong LINUX and networking experience. The selected candidate will maintain and/or monitor AmpliStor storage servers, associated applications and network components.
The engineer is responsible for onsite installations and investigation into operational issues and performing problem escalation with software and hardware engineering facilities overseas.
Responsibilities
Provides software/hardware technical support for product installations and maintenance to ensure that the system is functioning according to specifications
Provides post-sale support of AmpliData products/systems through onsite installations across the US
Occasional travel (national/international) for installations or support is required
Analyzes system software and third-party software issues. Determine solutions and implements repair or workarounds when possible
Escalates problems to product support groups and appropriate management when necessary to ensure timely resolution of system or customer issues
Answers customer inquiries concerning system software and applications
Checks out and approves operational quality of system equipment and software
Instructs customers in the operation and maintenance of the system
Routine tasks include performance of system start-up and shutdown, system monitoring, problem diagnosis and troubleshooting, collection of problem information, writing discrepancy reports, support system back-up/restore activities and will support performance metrics collection to include daily status reporting. The selected candidate will also support external interface troubleshooting, develop workarounds to user problems, coordinate with third party maintenance providers, and other operational support activities including software installations and upgrades.
Experience
3+ years of experience in software and hardware based solutions in QA or technical support role
Knowledge and experience of Linux/Unix operating systems, RAID, replication technologies, networking
Programming and scripting knowledge and experience (e.g. Perl, Python, C++, etc.)
Skills
Ability to gather data and perform an in-depth root cause analysis, and escalate to engineering with recommendation for resolution
Ability to maintain system software, utilizing debugging tools for problem isolation. Performs software builds, software upgrades and patch installation as needed.
Possess the organizational and analytical skills needed to effectively isolate problems and drive solutions through to conclusion
Ability to function as team player in investigating and resolving complex issues.
Excellent communication skills, both verbal and written
Excellent interpersonal skills, customer relations skills and problem management skills, with the ability to stay calm and professional under pressure while working to strict deadlines
Able to work in a multicultural, international context.
Able to cope with the requirements of a startup environment: High change of pace, rapidly changing processes and technologies.
Able and willing to work in an environment which offers a high degree of freedom, demands initiative and expects responsibility.
Education
Bachelor’s degree in Computer Science, Engineering or equivalent experience.
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