Key Responsibilities
Take ownership of technically complex customer reported issues from web, phone, chat and email sources and work closely with the customer until it is completely resolved working with senior support engineers
Ensure that he/she is available to work in shifts and flexible with overall coverage for technical support to include weekends
Document relevant information and ensure that the customer is communicated in a timely manner regarding the overall progress of their issue
Resolve customer reported issues while working closely with the Engineering, SE and other cross functional teams and provide feedback to Engineering for improving the product quality and reliability
Ensure that customers are treated with highest degree of respect and drive operational excellence through quality closures and proper escalation of issues


Requirements
Bachelors Computer Engineering or Computer science
2 to 5 years of Relevant experience
French or German language is highly preferable
Virtualization - VMWare vSphere – VCP certified or relevant work experience
SAN/VSAN - Good knowledge of fibre channel switches
Ethernet Networks
Fluency in advanced troubleshooting skills, methodologies and processes
Broad system application and IT knowledge
High level of Adaptability (ability to quickly learn new technologies as required)
Customer facing experience
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