Product Support Engineer

Product Support Engineer
40600BR
The Position: The Details

    Identify and implement appropriate actions to recover customer systems and restore normal operations within the timeframes required by applicable service level agreements
    Provide a liaison between the customer and the development organization to isolate field issues and identify root causes
    Manage a portfolio of open customer cases
    Develop an understanding of customer configurations and usage patterns in order to be able to more effectively investigate reported problems
    Assist in ongoing investigation of underlying defects in Cleversafe hardware and/or software that contributed to customer issues
    Reproduce customer reported issues in lab environment and validate fixes
    Write and/or review root cause analysis and customer impact statements for field reported problems
    Inform Cleversafe technical staff on lessons learned from field reported problems and activities to drive continuous product improvements


What You Need:

    Strong understanding of customer support practices and customer relationship management
    Proficient on Linux OS with a minimum of 2 years experience
    Software development and/or testing background
    Experience troubleshooting the interaction of Cloud applications with Cloud platforms.
    Operational experience with cloud infrastructure (Storage, Networking, Servers, VMware, and software)
    System thinking capability: demonstrated experience of working in a large scale system environment and troubleshooting issues across system components.
    Strong oral and written communication skills that are clear, logical, structured, factual and compelling
    Demonstrated ability to effectively triage problems under pressure and identify risk-appropriate recovery and corrective action plans
    Ability and tenacity to solve increasingly complex technical issues through analysis and a variety of problem-solving techniques
    Works positively and effectively with team members and maintains flexibility to perform in a self-driven manner to meet business requirements
    Bachelors in Computer Science, Engineering or comparable experience


Bonus Skills:

    Knowledge of one or more of the following: device drivers, security, system administration, SAN/storage, network management
    Experience working within agile development organizations
    Python or other scripting languages with demonstrable experience in applying these skills to data analysis and problem investigation
    Experience with project management tools, such as Rally, Bugzilla and customer relationship management tools such as Salesforce



Required Technical and Professional Expertise:

    At least 2 years of Linux OS experience
    At least 2 years of software development and/or testing background
    Experience troubleshooting the interaction of Cloud applications with Cloud platforms.
    Operational experience with cloud infrastructure (Storage, Networking, Servers, VMware, and software)



Preferred Technical and Professional Experience:

    Experience working with one or more of the following: device drivers, security, system administration, SAN/storage, network management
    Experience working within agile development organizations
    Hands on networking protocol and file systems experience
    Experience using project management tools, such as Rally, Bugzilla and customer relationship management tools such as Salesforce



Preferred Education:
Bachelor's Degree