Job Title:
Tech Support Engineer (TSE)
Location: San Jose, CA, United States
Job Type: Full-Time
Job Summary:
Ocarina is an exciting, fast paced, well funded (Kleiner
Perkins and Highland Capital), Silicon Valley start up with a breakthrough
solution for application-aware storage optimization.
The Technical Support Engineer's (TSE) primary responsibility is to provide direct technical support to internal and external customers and partners. The TSE uses knowledge-based tools and works with colleagues to resolve complex technical issues. TSEs work across organizations to solve complex issues and follow reported problems through to their resolution. In addition, TSEs may be assigned special projects including: documentation review, Beta participation, product demos, and presenting technical forums.
This highly visible role is critical to the success of
our product introduction, customer adoption, and company
overall.
Job Responsibilities:
- Provide
direct technical support to internal and external customers
and partners
- Work with our case management tools providing
case monitoring, status updates, documentation, notification,
and customer communication
- Must achieve a thorough understanding
of product architecture, technical components, and
application functionality
- Participate in product design
and technical reviews related to new features or enhancements,
providing product support and implementation feedback
- Communicate
to team members and management any factors affecting
quality and/or service levels
- Attend training and complete
self-study to acquire, maintain, and increase knowledge
as it pertains to job skill requirements
- Work as a team
member at all levels within the Technical Support group
to bring expert knowledge related to the product or
its application, or in the product support capacity as required
- Document
internal and external customer and partner interactions
and resolutions in the existing knowledge based system
- Use
knowledge based tools to diagnose and resolve product
technical issues for customers within predefined SLA
timeframes
- Investigate, develop and present formal and informal
training on Ocarina Networks or related networking
or storage products and support issues
- Proactively document and communicate
issue resolutions with team members
- Take ownership
of escalated service requests
- Handle urgent issues from
system engineers in the field
Skills:
- Advanced experience using telecommunications and data
networking test equipment such as Ethereal and/or
SnifferPro
- Application and routing protocol knowledge including
TCP, IP, routing, NAT, DNS, DHCP, HTTP, MMS, RTSP, FTP, IM, Socks;
Advanced TCP/IP skills are required
- Working knowledge of UNIX File Systems and NFS
- Knowledgeable
of storage infrastructures such as NAS, SAN, RAID,
etc.
- Strong technical troubleshooting ability
- Strong organizational
and customer service skills
- Flexible with the aptitude
to manage multiple tasks in a fast-paced, dynamic
environment while meeting critical deadlines
- Working
knowledge of the interoperation of various remote
access technologies - e.g. RADIUS, LDAP, NTLM, firewalls,
etc.; must be able to quickly learn new technologies
- Working knowledge
of Internet Services, e.g. Web Services, Media Servers,
Proxy Services, Browser and Media Player operations.
- Experience
with Microsoft Internet Explorer/Outlook
- Ability
to conduct scientific analysis of facts, information
gathering, and create test plans
Education & Experience:
- Experience working directly with customers in a high-tech,
service-related position
- Bachelor's degree or equivalent
experience in Architecture, Engineering, Computer Science,
MIS, or related field
- CCNA and/or CCNP and/or CCIE required
- Minimum of 4 years
in technical support position or similar engineering
background in telecommunications / data communications.
- Experience
dealing directly with large Enterprise, Internet organizations
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