Support Engineer at Skytap
North America
We are searching for talented and passionate Support Engineers to join our growing Customer Success team. In this position you will be responsible for supporting existing customers to ensure their continued success with Skytap. Our Support Team is uniquely respected by both our customers as well as our Engineering and Product Management Teams for being friendly, knowledgeable, and going above and beyond to make our customers successful. 
Skytap Cloud modernizes the infrastructure, processes, and architecture of traditional enterprise applications. Our service enables enterprises to migrate their core applications to the cloud unchanged—from the operating system to unique networking topologies. Once in Skytap Cloud, our customers improve business agility by parallel processing development and testing, modernizing the technology and processes used to create and enhance their most valuable applications. Hundreds of enterprise customers use Skytap Cloud to:
- Accelerate release cycles
- Deliver new features faster
- Release higher quality software
- Optimize IT costs
The Role: 
The role of Support Engineer is critical at Skytap, consisting of front-line customer support. This position is primarily responsible for supporting existing customers to ensure their continued success with Skytap. We do whatever it takes to make that happen: this includes fielding cases by email, phone call, WebEx, and even performing on-site visits. While our primary role is post-sales customer success, we also work with the pre-sales teams to onboard new customers, and get them settled into our amazing, unique product. 
Case topics range greatly in variety: any Operating System that can be virtualized, and run in VMware can run in Skytap.  The onus is on us to not only prove that an issue a customer may be experiencing is not related to a Skytap problem, but to also go above and beyond to ensure that issue is resolved. Thus, you may be a Linux expert today, and a Windows expert tomorrow. The possibilities are truly endless! 
The role provides a wide variety of challenges, new and exciting things to learn and problems to solve every day! 
This position is a night shift position, working hours are 10:00 PM to 6 AM PT Sunday through Thursday and is a work from home position

Requirements and Expectations:

    •  Be familiar with both Microsoft and Linux Operating Systems
    •  Understand Virtualization, and how it can be used to address end-user challenges
    •  Be familiar with VMware Virtualization technologies
    •  Learn to assist customers with building multi-tier and other complex environments in Skytap
    •  Work closely with the sales team to ensure customer success and satisfaction
    •  Provide front-line customer support via email, Webex, and on-site visits
    •  Write technical documents and solutions guides
    •  Work with Product Management and Engineering on new product requirements and design

Professional experience and strengths needed to be successful in this role:

    • Extensive exposure to Windows Desktop / Server and/or Linux Operating systems
    •  Mac OS X desktop and application experience
    •  Experience using VMware or other virtualization technologies
    •  Baseline understanding of application-level networking (Layer 3 and above)
    •  Ability to debug customer problems at the Linux and Windows admin levels (Windows Domains, use of command line tools, etc)
    •  Excellent written, verbal, and interpersonal skills
    •  Ability to multi-task 
    •  Ability to problem solve solo, as well as ability to function within a tight-knit group
    •  Excellent project planning and time management skills
    •  Must be maniacal about customer success
    •  Motivated by financial incentives
    •  Drive to work your tail off and do what it takes to keep our customers successful
    •  Off hours on/call work required each month
    •  Knowledge/experience with at least one scripting language (Python, Ruby, etc) is a plus
    •  Experience in post-sales, customer support, or pre-sales role is a plus
Why Join Us?
Since our founding in Seattle 13 years ago, our employees have been organically creating a culture defined by their passion, technical excellence, and desire to succeed as a team. These values have helped us navigate more than a decade of disruption in the tech industry and we’re now poised for major growth.
Staying true to who we are as we grow and change means hiring people who share our commitment to customer success and company-wide accountability. We empower each employee to make an impact, to be active ambassadors of diversity and inclusivity, and to play an active role in building a company worthy of our employees’ commitment.
We are scaling rapidly and gaining significant market traction. We have raised over $100M in funding, having closed our Series E round in August 2017. Our public cloud service was designed to solve a specific challenge -- migrate and modernize traditional enterprise applications in the cloud -- that is now paramount to CIOs worldwide. Major enterprises in healthcare, retail, media and more depend on Skytap Cloud to compete in the digital economy. We have differentiated, protected technology that decidedly solves an urgent challenge for enterprise IT. And we need more talented people to solve ever-larger customer challenges.
At Skytap we believe that great people build a great company. Skytap is committed to providing an inclusive, positive working environment for all employees, regardless of sexual orientation, ableness, physical appearance, education, age, race, or religion. We’re looking for amazing people to join our mission--come be a part of building something great!