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

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.

• 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.