Senior Customer Support Engineer at DeepSearch Staffing Partners in Burlington, Massachusetts

Job Description:

DeepSearch is seeking a senior customer support engineer to provide advanced technical support to our client's customers and partners. This person will apply system level expertise to resolve complex customer issues while being an active member of the team. Prior experience with Commvault or NetBackup is highly preferred.

Responsibilities:

• Provide remote support services for client customers, partners and field personnel
• Understand customer's needs and assist to meet those needs within the required timeframe
• Manage hot customers and escalations
• Develop and implement customer specific action plans
• Providing excellent communication externally and internally
• Support special programs and projects within the organization
• Assist customers with installations remotely and provide training
• Develop knowledge-based articles
• Ability to work autonomously as well as in a team

Requirements:

• 10+ years of experience in a technical support role for external customers
• Working knowledge of Unix/Linux, networking, and networked storage technologies
• Demonstrated ability to troubleshoot complex system problems
• Strong organizational skills
• Strong account management skills
• Able to work closely with all levels of customers, internal engineers and management on complex issues
• Excellent verbal and written customer-facing communication skills

Preferred skills:

• Backup Applications (ArcServe, Backup Exec, Commvault, NetBackup, IBM Spectrum Protect, Oracle RMAN, Veeam)
• Scripting (e.g., shells, Perl, Bash, Python)
• Networking and networked storage technologies
• The ideal candidate will be hard working and dedicated to constantly improving both their own skills as well as our customers' experience.

Education:

• BS in Computer Science or Technology (or equivalent work experience).

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