Careers: Senior Support Engineer

VKernel is an award-winning leading virtualization startup company and we are looking for a highly energetic and experienced Customer Support Engineer to help take our support organization to the next level. If you are not afraid of a large and growing customer base, ever expanding set of features, and deep commitment to customer loyalty, we’d love to hear from you.

This is an incredible opportunity to not only impact our customer base but also shape how we do business.

Job Description
Provide technical support to customers by telephone, email and web. Must be specialized in multiple technical areas (products) with a deep understanding and experience in other areas including customer care skills. Must be a team player and communicator with excellent diagnostic and troubleshooting skills.

Responsibilities

  • Lead and demonstrate superior technical and procedural excellence while independently managing difficult customers and complex escalations.
  • Troubleshoot and diagnose customer issues of substantial complexity involving 3rd party products using a variety of resources, including documentation, knowledge base, bug database, source code.
  • Act as an expert-level technical resource both inside and outside of the organization.
  • Actively keep up to date with information about new product versions, product changes and future product offerings.
  • Prepare for support of new product releases.
  • Be a source of knowledge and help/assist develop other team members by mentoring new hires, deliver knowledge in the form of presentations and technical documents. Actively participate in forums, respond to technical e-mail questions, sharing product knowledge with colleagues.
  • Identify and assist in resolving technical and strategic issues related to products.
  • Exhibit superior leadership skills and demonstrate the ability to influence without authority.
  • Demonstrate a superior ability to apply acquired knowledge to new areas and continually develop expertise across the range of supported products, through formal instruction, self-training, and experience.
  • Lead and coordinate Beta programs, other special projects with minimal or no guidance. Work cohesively in a cross functional team. Review documentation and product specifications as necessary.
  • Take ownership and manage customer cases and customer expectations effectively and professionally. Communicate clearly and precisely with customers to determine expectations for resolutions and provide workarounds to product defects.
  • Interact professionally and courteously with all customers and peers. Be easily approachable, react calmly under stressful situations; receive constructive criticism well.
  • Document technical information in online knowledge base and assist others to do the same.
  • Identify defects on the product and enter clear and precise information on how to reproduce them using the bug tracking system. Provide additional information to Development as needed to resolve bugs.
  • Demonstrate a high level of proficiency using hardware, software, and network resources while resolving customer issues.
  • Run customer test cases when available, and develop test cases and examples as required to resolve problems, using methodical testing to isolate and identify problems.
  • Work with on shore and off shore teams.

Required Skills

  • BS in Computer Science or Engineering, or Computer Information Systems with 6-8 years of experience, or MS with 4-5 years of experience, or equivalent
  • Excellent verbal and written communication skills
  • Excellent analytical and troubleshooting skills specific to software related issues
  • Excellent customer service skills
  • Ability to multitask in a fast paced environment and maintain attention to details
  • Experience with Virtualization, Client-Server technologies, modern OS technologies

Desired Skills

  • Knowledge/experience of vCenter Server, Capacity management, Hyper-V Server, Web Services technologies
  • Knowledge/experience with Windows, UNIX and Linux
  • Knowledge/experience with Memory management, CPU Utilization, Databases, TCP/IP protocol
  • Knowledge/experience developing applications in JavaScript or Java

Send your resume to jobs@vkernel.com