Systems Support Engineer – Customer Support & Success

About ScaleArc

Recently named a Gartner Cool Vendor, ScaleArc is the leading provider of database load balancing software to enable zero downtime for apps in a database environment. The ScaleArc software inserts transparently between applications and databases, creating an agile data tier that provides continuous availability and increased performance for all apps. Our customers also gain instant database scalability and a new level of real-time visibility and control for databases, both on premise and in the cloud. ScaleArc customers include Microsoft, Dell, Virgin America, Autodesk, and Nasdaq. Learn more about ScaleArc, our customers, and our partners at www.ScaleArc.com.

Position

This person will resolve the most complex, difficult and urgent customer issues, owning and driving technical debugging of application delivery issues in complex customer environments. L3 support engineers must use broad and deep industry expertise to isolate and reproduce issues and to develop effective solutions. Issues that cannot be resolved at this level will be escalated directly to the development team.

ScaleArc L3 Support Engineers are expected to provide escalation support in both pre-sales and post-sales customer engagements, working directly with end customers or via ScaleArc Solution Architects, Channel Partners or Consultancies. They must also have the networking industry experience necessary to provide feedback to product management and engineering to accelerate product maturity.

This individual must be able to understand and solve problems in ScaleArc customer’s complex deployment environments and must have a proven track record of success in this kind of support. It is essential that this individual be able to manage customer issues proactively and independently, without need for direct management oversight. This will also require excellent and professional written and verbal communication skills and the ability to track and document their work, both for customers and to generate an internal knowledge base for the support organization.

The day-to-day responsibilities of this position will include:

• Provide direct support to customers and field personnel in resolving deployment issues
• Isolate, troubleshoot and resolve product issues
• Stage and recreate in ScaleArc labs issues seen in customer deployments
• Contribute best practices, deployment tips, and similar materials to the ScaleArc knowledge base
• Develop and deliver internal training to ScaleArc sales engineers and support engineers

Necessary skills and experience

• BS/MS in a Computer Science or related field, or equivalent work experience
• 5+ years or more of technical support experience in the computer networking industry
• Deep technical expertise in one or more of the following areas: application delivery controllers or load balancers, firewalls, scripting (Perl, PHP, Python, Unix shell, etc), MySQL, MS SQL Server, Oracle, NoSQL