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Technical Support Engineer (TSE 3)
Sunnyvale, CA, US
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We are looking for a highly skilled support engineer with experience troubleshooting enterprise datacenter technology. Empathetic, customer first mentality is crucial. Passion for problem solving coupled with strong communication skills is ideal.
We are a close-knit team dedicated to making our customers happy. We operate as an extension of our customer’s IT staff -- any problem they have is our passion to resolve.
Our diverse background includes support for many enterprise datacenter technologies, which allows us to quickly identify and resolve issues within our product and beyond. We set ourselves apart through proactive support with automation, detecting issues before our customers are even aware.
The Technical Support Engineer will:
Respond to customer-initiated and automation-initiated trouble tickets within defined SLA’s
Determine severity, impact and the technical nature of the incident
Conduct initial problem determination and provide solutions for known issues
Quickly determine if there is a need to escalate trouble-tickets
Capture all diagnostic steps and summaries of customer-facing communications in the CRM
Delight the customer – always!
Technical Degree (Bachelors or higher) or Equivalent experience
Excellent written and verbal English skills
Ability to quickly prioritize customer issues
Strong understanding of SalesForce Database CRM
Cloud Storage (AWS preferred, Azure)
Datacenter Storage (NFS preferred)
Hypervisor (Server Virtualization) VMware ESXi required
Containers (Kubernetes preferred, Docker)
Demonstrated Technical competency
AWS Cloud Storage
NFS Datacenter Storage
Strong understanding of Knowledgebase and Call Center Telephony systems.
Datrium embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be.
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