Technical Support Engineer

Job Title

Technical Support Engineer

Job Scope

Technical support engineer skilled Virtualization and Infrastructure support engineer with expertise in SAN infrastructure, Backup software, Red Hat, Unix and virtualization technologies.

Main Duties and Responsibilities

• Implement, install, manage and support virtualization environments.
• Research, diagnosis, troubleshooting and identify solutions to resolve client's issues.
• Analytical thinking and problem-solving skills as a go-getter with a lot of intellectual curiosity.
• Reproduce client's environments and test and validate fixes and workarounds.
• Act as a liaison between clients, technical pre-sales, sales teams and the product development team.
• Effectively communicate customer feedback and feature requirements to Engineering and Product Management.
• Follow standard policies and procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate responses to clients.
• Ensure proper recording and tracking of all issues in ticketing system from open to resolution.
• Attend technical issues raised by clients and end users in a timely and efficient manner while ensuring proper prioritization of incoming cases.
• Support the team with specifications on the company solutions and services, technical details, troubleshooting issues and comparisons pertaining to competitive models.
• Provide in-depth root cause analysis of reported technical issues and recommend remedial actions to the direct manager.
• Establish and maintain strong relationships with partners and clients and ensure constant communication and support to clients.
• Assist in the presentation of effective POC/demo to clients.
• Develop his skills and achieve professional certificates in his job domain.
• Take the lead in managing customer escalations and be comfortable holding clients facing meetings on short notice.

Position Requirements

• Strong experience in SAN (Storage Area Network) environments, storage systems (preferably IBM, EMC, and HP), and storage virtualization technologies.
• Strong technical expertise of virtualization technologies, including Red Hat Virtualization, Openshift, VMware, Hyper V, and IBM PowerVM.
• Very good knowledge in backup software products and enterprise backup and recovery solutions.
• Relevant certifications (e.g., Red Hat, VMware, HCI) are highly desirable.
• Solid understanding of networking concepts and technologies.
• Strong problem-solving skills, with the ability to work both independently and as part of a team.
• Fluency in English is mandatory.

Key Competencies

• Communication and Influence
• Teamwork
• Accountability
• Customer Focus
• Flexibility and Adaptability
• Functional Expertise
• Team Building
• Problem Solving and Decision Making

Education

• BSc Degree in computer Science or computer Engineering (preferred)

Experience

• 2 to 4 years of strong experience in SAN (Storage Area Network) environments, virtualization technologies, data and backup solutions.