We are seeking a motivated expert Tier 3 Technical Support Engineer (TSE) focused on data center and networking technologies, to provide comprehensive solutions for complex installations, maintenance or operations for a broad scope of leading edge networking products. You will be the primary point of contact for our customers, assisting them with technical questions, troubleshooting, and resolving their issues.As a Technical Support Engineer, you are an approachable, proficient communicator who is fundamentally interested in taking ownership in resolving issues, while ensuring a high level of customer satisfaction is maintained and delivered. You will interact with Engineering, Marketing, and Support teams regularly on technical issuesWhat you'll be doing:Resolve complex escalations and technical issues through meticulous research, reproduction, and troubleshooting for customers installing our products and supporting systems using Linux Operating Systems (Multi-distro)Resolve Hardware and/or OS internal issuesResponding to customer product support inquiries via telephone, email, or conference callsResolving customer issues during installation, operation, maintenance, or product application or interoperability with other vendorsParticipate in cross-functional team meetings and provide feedback to engineering and marketing regarding product requirements, customer experience, support tools, etc.As a technical resource develop, re-define and document best practices to provide to internal teams (Support/R&D) for support process and improvementsSite visits and conference calls with customersWhat we need to see:At least 3-5 years in providing in-depth Customer Support and troubleshooting for hardware and software products. Knowledge and experience in Linux System Administration, process management, package management, task scheduling, kernel management, boot procedures/troubleshooting, performance reporting/optimization/logging, network routing/advanced networking (tuning and monitoring), storage configuration and troubleshooting (iSCSI), Virtualization and Scripting.Deep understanding of at least two of the following: data centers, servers, distributed systems, virtualization, deep learning frameworks, containers/containerization (ie Docker, Kubernetes), hybrid cloud (ie AWS, GCP)Excellent verbal and written English skillsStrong organizational skills and ability to prioritize/multi-task easily with limited supervisionAn academic degree from an accredited university or college in Computer Science, or Electrical or Computer EngineeringYou'd have cultivated a deep Linux knowledge, and be very comfortable working in various Linux environments as well as with Windows OS’sIntellectual curiosity, positive attitude, flexibility, analytical ability, self-motivation, and team-orientedProfessional-level communication skills, interpersonal skills with a passion to solve problemsWays to stand out from the crowd:Clustering or datacenter technologies, including Upper Layer Protocols (i.e., MPI)OpenStack AdministrationKnowledge and experience with additional OS’s such as Microsoft Windows, VMware, UnixEthernet and Storage technologiesClustering or Data-Center technologiesConfiguration and operational expertise with traditional network switch/router platformsMLNX_OS, Cumulus Linux, etc
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