What you will be doing

Help resolve software and technical questions for the customer efficiently and effectively

Gather the required information necessary to triage and troubleshoot issues and questions

Manage customer expectations regarding estimated response times for issue resolution

Resolving the issues through phone, Zoom, and email communication channels

Meet SLAs like response and resolution times by partnering within L1, L2, L3, and Critical Case teams

Extensively research and document customer technical issues

Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate

Partner with Technical Support team members on various strategic projects when needed

Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status

Run monitoring reports for usage, performance, and/or availability

Document solutions for knowledge base and bring new ideas for innovation and automation excellence in the Support team

Monitor customer health and application alerts

Assist with customer upgrades

What we are looking for

Ability to empathize with the customer and convey confidence

Excellent Customer Service skills

Excellent ability to learn and articulate software-related and technical concepts

Strong active listening skills and excellent written and oral communications skills

Strong attention to detail when communicating with customers (verbal & written)

Bachelor’s Degree in Computer Science Engineering (or related technical discipline)

1-3 years of relevant experience in L1 technical customer support (voice and email), with a strong customer interaction experience

Good debugging skills

Willing to work in a 24x7 environment and provide weekend coverage, if needed

Ability to multitask in a fast-paced environment

Required Skills

Familiarity with Linux

Understanding of basic computer networking

Understanding of basic shell scripting (bash and python preferred)

Understanding storage concepts, and distributed file systems preferred

Desired Skills

Experience with Salesforce case management

Experience with distributed systems, NoSQL DB, storage systems knowledge

Experience with DevOps in a storage environment

Experience in Object Storage (OpenStack Swift, Ceph, Scality, Cleversafe, etc),