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