Sr Support Engineer
Arcserve
Cornella de Llobregat, CAT, ES
hace 2 días

Responsibilities

  • Manage escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.
  • Analyze logs provided by client and solve issues using methodical troubleshooting by leveraging internal technical expertise including peers, knowledge base and other internal tools.
  • Regular follow ups with customers and provide recommendations, updates and action plans.
  • Use technical analysis to assess the reported problem and identify underlying root causes and providing recommendations or solutions for long term permanent fixes to critical production issues.
  • Engage & coordinate resources from other teams as needed to resolve complex, multi-product customer issues.
  • Log all activity details into the case management system, and keep all cases up-to-date by logging actions taken, emails, contacts, and other pertinent information.
  • Act as technical lead, mentor, and role model to engineers on the team.
  • Provide technical information and diagnostic assistance to other team-members across the globe to reduce the overall time to recreate customer issues on test environments and resolve them.
  • Enrich customer experience byCreating new knowledge base articles for reuse throughout the customer base and the technical support organization.
  • Helping to keep the knowledge base up to date by updating and modifying information as needed.Contributing to the development and management of knowledge-sharing methodologies, diagnostic tools, and other creative processes.

  • Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.
  • Develop and deliver technical content / training for the global support team needs by carefully analyzing existing aged and closed cases.
  • Increase the awareness of new technologies, product roadmaps and applications to the team through emails, webinar sessions and technical triages.
  • Effectively collaborate with Pre-Sales, Engineering, QA and Product Management teams in order to help win sales opportunities.
  • Preferred Education / Certifications

  • Bachelor's Degree or global equivalent in Computer Science or related discipline.
  • Preferred, Product line relevant or relevant 3rd party certifications (VMware, MCSE, RHCE, CCNA etc.)
  • Work Experience

    Typically 5 or more years of related professional experience.

    The candidate must be proficient with the Backup / Restore Technologies and Arcserve Product Suite for which they will be supporting.

    Experience in supporting other enterprise class products is a must have. Should have worked with large, complex and business critical computing environments.

    Technical Training experience is desired.

    Skills & Competencies

  • Ability to grasp concepts quickly and work with minimal supervision
  • Strong communication skills; written, verbal and social media.
  • Demonstrate technical and team leadership skills.
  • Comfortably work in a fast paced environment.
  • Continually improve personal and team Customer Satisfaction ratings
  • Language skills :
  • French and English OR

    German and English

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