Technical Support Engineer

CTERA Networks

CTERA Networks

IT, Customer Service
Syracuse, NY, USA
Posted on Wednesday, May 8, 2024

Technical Support Engineer

  • Services
  • NY (Syracuse)
  • Full-time

Description

We are looking for a seasoned customer technical support engineer, who enjoys working on complex, enterprise-grade, high-quality product to join the team!

Requirements

We are seeking a Technical Support Engineer with the following qualifications:

  • Experience in a technical support role, particularly with enterprise customers.
  • Familiarity with the Windows environment and solid technical skills in Linux and virtualization environments.
  • Basic understanding of SQL.

Educational Requirements:

  • Bachelor’s degree (BA/BS) in a computer technology field, or an Associate’s degree (AA/AS) with equivalent experience - An advantage

Technical Skills:

  • Solid knowledge of internet protocols such as TCP/IP, HTTP, SSH, and DNS- A must.
  • Proficiency in using diagnostic tools such as packet sniffers, ping, and nslookup is essential.
  • Good administrative and troubleshooting skills for Windows (including servers), Mac, and Linux—required.
  • Experience with storage systems is an advantage.
  • Quick learner with a keen interest in learning new tools and techniques.
  • Ability to multitask and resolve problems effectively.

Additional Qualifications:

  • Understanding of Data Warehouses and Big Data environments is a plus.
  • Experience with SQL, particularly PostgreSQL, is a plus.
  • Familiarity with the Python programming language is a plus.

Soft Skills:

  • Excellent communication skills, both written and verbal.
  • Excellent telephone mannerisms.
  • A proactive, can-do attitude and strong team collaboration skills.
  • Ability to prioritize tasks effectively.
  • Self-motivated and directed.

Responsibilities

  • Assist customers in resolving technical issues and ensure the proper setup of their CTERA products.
  • Address inquiries from both existing and prospective customers regarding the features and capabilities of CTERA products.
  • Analyze customers' problems using remote access tools, debug files, network captures, and other diagnostic methods.
  • Replicate customer-reported issues in a test lab environment to assist in troubleshooting and resolving product bugs.
  • Manage customer cases and follow up on tickets through CTERA’s CRM system.
  • Create and update customer-facing technical documentation for CTERA’s knowledge base and website.
  • Relay customer needs and feedback to CTERA's development team through a customer ticketing system.
  • Provide multi-level support, including Level-0, Level-1, and Level-2 assistance.