Technical Support Engineer

About the team

As a Customer Support Team, we provide the highest level of professionalism and timely assistance to our customers. We help our customers reap the full benefit of their Delphix Engines.

The role

Delphix strives to give the highest level of professional support to its customers through many different venues. As frontline support, you will often be the first avenue with whom our customers interact. As a Technical Support Engineer, you are responsible for taking and working cases, answering incoming support phone calls, monitoring self-service support channels and creating knowledge content. You will become a Delphix product expert, able to explain small nuances to the customer and contribute to the knowledge base to better enable customer self-service. You will also be expected to troubleshoot customer issues, analyze logs, file bugs, implement workarounds and aid customers in any technical issues that may arise with the product and related technologies and environments.

Responsibilities

• Provide case management and customer communication on a continual basis
• Respond to customer issues as per the SLA guidelines
• Reproduce customer issues in-house and recommend solutions
• Work cross functionally with Engineering, Professional Services and other groups
• Create knowledge content that is shared with customers and co-workers

Requirements

• Basic Operating System skills: Linux, Solaris, Windows Server
• Excellent verbal and written communication skills
• Strong interpersonal and customer relationship skills
• Strong troubleshooting skills
• Experience with Linux or Solaris administration
• Ability to read “C” or Java code
• RDBMS concepts: Backups, Restores, Listener (remote connectivity), Memory management
• Bachelor’s Degree in Computer Science or related field or equivalent job experience

Great, but not required

• Networking experience (TCP, IP, NFS, RPC)
• Experience with Oracle RDBMS and/or Microsoft SQL Server administration and/or SAP/Sybase ASE and/or IBM DB2 is desired
• Unix Administration / System Analysis skills
• Storage knowledge such as ZFS
• Occasional travel may be required, generally two weeks a year, or less
• Requires rotational on-call and holiday coverage duty
• Pass a criminal background check
• You will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability.