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Technical Support Engineer -Swing Shift
at Virtual Instruments in San Jose, CA
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May 07, 2013
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Overview
Virtual Instruments (VI), the Global leader in SAN Fabric monitoring solutions, is looking for a self-motivated exceptional candidate to join our technical support team in the Bay Area. The candidate must be an expert in technical support, a quick learner and enthusiastic individual with the ability to thrive in a fast moving environment. This position will be based at the Virtual Instruments headquarters with periodic travel to customer sites.
Responsibilities
Provide technical support to VI customers, partners and field engineering staff by phone and email
Support customers through installation/upgrade, configuration, use and troubleshooting of VI products, including software and hardware products
Duplicate reported problems on a support test system and through access of the Virtual Instruments lab; and escalate identified problems to engineering for further investigation and resolution
Ensure client expectations are properly managed, and that technical issues and needs are resolved to the client's satisfaction in a timely manner
Manage support cases using the Virtual Instruments CRM
Provide clear, concise and timely communication regarding support case status to all involved parties (customer, partner, sales account team, management)
Develop technical materials and solutions for knowledgebase
Assist in the testing and release processes of new product releases
Represent customer needs to Product Management
Be responsible for 24x7 support onâ€call on a rotating basis with other support personnel
Contribute to the development and improvement of support processes in a dynamic and rapid growth environment
Approach support with a customerâ€centric viewpoint used to effectively prioritize and escalate issues
Exercise independent judgment to determine the methods and procedures for new assignments
Communicate progress and escalate issues to management in a timely manner
Experience
Senior level technical experience (7+ yrs), with Customer Support Engineer experience supporting Fortune 500 level customers (4+ years)
BS Degree in Electrical Engineering or Computer Engineering or combination of education and experience
Solid background in Microsoft and Unix/Linux operating system administration
Solid background in SAN and IP configuration and troubleshooting
Familiarity with major SAN storage subsystems and major FC switch systems
Must be an excellent communicator (verbal and written) with demonstrated ability to present and explain technical solutions inâ€depth
Excellent team player
Sound judgment; ability to manage difficult customer situations and respond promptly to the needs of the customer
Ability to manage multiple priorities and tasks in a dynamic work environment
Experience with SFDC or other CRM and/or support tools
US citizen who can pass background checks for access to government facilities and financial datacenters
Must be able to lift 50 pounds
Cisco / Brocade Fibre Channel switch administration experience and/or certification strongly recommended
Virtualization technology experience (VMWare Workstation, ESX) strongly recommended
Fibre Channel, iSCSI, IP or network protocol analyzer experience is a plus
MySQL or other RDBMS experience recommended
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