Job Description:

Senior Technical Support Engineer, Level 2

Job Locations

US-CO-Wheatridge

Overview

We're results-driven and are looking for talented people with the passion to leverage their experience and contribute beyond the narrowly-defined scope typically found in big corporations. Our culture combines the innovation, intensity, and energy of a start-up with over two-decades of stable operations. If you're yearning for an environment that's highly energized, collaborative, and rewarding, we'd like to hear from you. Learn more about theTintriportfolio of solutions athttps://www.tintri.com/products.

Job Description

In this position the engineer will apply advanced systems level technical expertise to resolve highly complex systems level customer issues. The customer issues which may be received by Support Centers through automated dial-homes, voice initiated technical calls from Tintri Customers, Customer Engineers, or remote maintenance calls and Web Support Calls. In this position the engineer will be required to use independent judgment to accomplish objectives and work closely with engineering and other technical business units to increase knowledge and resolve customer issues. As part of a 24*7*365 organization shift work, holidays and on-call responsibilities may be required.

Responsibilities:

Responsibilities for this role include but are not limited to:

Always take care of the customer. Customer Satisfaction is job #1.
• Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues.


• Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution.


• Identifies and provides resolutions to a diverse range of complex technical problems and mentors others in providing validated technical information, support process instructions and special support requirements.


• Contributes to a centralized problem identification and resolution database and may provide senior or expert level tasks similar to Engineering for assigned products or skills. Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions.


• Identifies, documents and reports design, reliability and maintenance issues.


• Understands and leverages TINTRI's technical communication structure and has a sphere of influence which extends well outside of the department

• Effectively leads efforts in facilitating problem recreation and failure analysis of systems level issues and recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution.


• Develop and implement resolutions to identified problems, and follow standard practices and procedures.


• Identifies records and works with management to proactively revise current procedures and tools to improve customer satisfaction


• Develops broad knowledge of the organization's mission and strategy and relates it to day-to-day issues.


• Challenges existing processes based on industry best practices, enhances these for the benefit of all.


• May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other TINTRI Technical Support co-workers as appropriate.


• Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.


• Validates technical information and issues early warnings and disseminates information as needed.

Skills and Qualifications required for this role include:

• 5 year experience in Enterprise level Technical Support


• Microsoft Hyper V MCS and/or VMWare VCP certification or equivalent Hypervisor administration work experience


• TCP/IP based networking and troubleshooting skills


• Storage Systems experienced required


• Performance and Network Optimization, Log Analysis experience


• Ability to clearly communicate verbally and in writing.


• Fluency in English is required


• B.S. in Computer Science, Electrical and Computer Engineering, Math, or equivalent work experience

Pluses

• Python scripting, Ansible


• Experience with Wireshark and packet level analysis


• SQL database, MongoDB, Oracle or other database knowledge