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Technical Support Engineer

at Datameer in San Mateo, CA   —   Jul 23, 2014   |  
Team Building - putting the foosball table togetheSometimes work is just crazy
Resolve customer problems via telephone, email or remote access • Maintain customer loyalty. • Diagnose, reproduce and resolve Datameer and Hadoop issues in complex
environments • Research customer issues in a timely manner and follow up directly with
customers on recommendations and action plans • Escalate cases to management when customer satisfaction comes into question • Escalate cases when the problem is beyond the scope of technical support or
falls out of your specific area of expertise • Maintain ownership of cases. • Leverage internal technical expertise, including development engineers,
knowledge base, and other internal tools to provide the most effective solutions
to customer issues • Create knowledge base content • Participate in technical communications within the team to share best practices
and learn about new technologies • Participate in the on-call rotation with other Technical Support Engineers
Experience and Requirements:
• 2+ years minimum experience in Linux and or Unix environments • 2+ years experience in supporting customers of enterprise storage, databases or
big data solutions • 2+ years in Database technical support • Bachelor's degree or equivalent experience • Knowledge and/or experience with networking, Hadoop, LDAP • Java a plus • Good written and verbal communication skills with a strong aptitude for learning
new technologies and understanding how to utilize them in a customer facing
environment • Excellent interpersonal skills with the ability to maintain and be in control of
customers under all circumstances. Grace under pressure - must be able to deal
with difficult customer situations with professionalism • A commitment to resolving customer problems right the first time and in a timely
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