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Technical Support Engineer - Avamar

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  • Date Listed 23/06/2018
  • Location
  • Advertised By Private
  • Job Type Full-Time
  • Be a point of contact for customers and communicate directly with them by telephone and email
  • Provide updates in a clear and concise manner
  • Undertake training and certification required to work towards becoming a subject matter expert in Avamar or related products
  • Apply technical knowledge to analyze and use technical troubleshooting tools to diagnose issues
  • Systematically gather relevant information and analyze a broad range of factors while working to diagnose and resolve issues.
  • Escalate to Avamar Engineering or collaborate with other product support teams if required.
  • Escalate to senior team members or Management if required.
  • Manage and prioritize workload efficiently and effectively.
  • Understand and follow all team processes for case and customer handling
  • Write and contribute to Avamar knowledge articles as your expertise of the product develops.
  • Develop and participate in presentations and informal training for other TSEs
  • Flexible schedule – our team supports EMEA hours 7days a week, mainly Monday to Friday. You do not need to work night shift

Desirable requirements

  • 3+ years of relevant experience
  • Ability to work in a high-pressure environment
  • Interest in technical problem-solving
  • Desire to learn new technologies and products
  • Experience with OS Linux Suse/ RedHat – command line
  • Experience with w/TCP/IP Ethernet networking configuration/troubleshooting
  • Experience with Server Hardware troubleshooting
  • Experience using tools like WebEx, VI
  • Knowledge & Experience with backups technologies a plus.
  • Ability to work independently and as part of a team
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