Engineer-Technical Support II(US) in Santa Clara, CA at APEX Systems

Date Posted: 4/15/2018

Job Snapshot

  • Employee Type:
    Contractor
  • Job Type:
    Other
  • Experience:
    Up to 7 year(s)
  • Date Posted:
    4/15/2018

Job Description

Job #:  822122

DURATION: Up to 18 months, renewed quarterly.

WORKSITE: San Jose (onsite only)

NO TRAVEL SOME OVERTIME: Candidate will be expected to cover weekend BIC shifts as scheduled once ramped up

Are you pre-wired to understand what customers WANT and what they NEED to deliver business outcomes quickly? Can you do this in an environment that handles 1.4 million calls per year -- in 17 languages -- from customers in 180 countries? Do you Achieve Results? Think Analytically? Manage Conflict and Customer Experience? Make Decisions with Critical Thinking? You may be a Customer Support Engineer!

Role & Responsibilities

The Customer Support Engineer is the connection to customers and builds effective working relationships while solving their issues, managing expectations, and leaving the customer feeling valued.

The successful CSE:

  • Continually develops their working knowledge of networking products and protocols to provide second/third level technical support on a worldwide basis via phone, email, web and remote access in designated technology focus area
  • Effectively utilizes databases of existing issues, debugging tools and simple or moderate lab simulations to analyze problems and identify solutions with a high level of customer satisfaction 
  • Shares knowledge to build relationships, and effectively troubleshoots problems both alone and as part of a team.

Minimum Qualifications

  • CCNA or equivalent level of demonstrated networking knowledge or experience including TCP/IP and Routing Protocols
  • Troubleshooting experience with Operating Systems: VMware, Linux, Microsoft
  • Commitment and ability to resolve complex technical problems, multitask, and be dedicated to customer success
  • Excellent verbal and written communication skills
  • Innate crisis management skills and ability to handle critical customer issues/problems
  • Experience interacting with customers/partners or in a client facing role.

Desired Skills

  • BS in a technical field (CS/EE preferred) or equivalent; 5-7 years of relevant experience
  • Programming skills (Python, Linux, Shell Scripting)
  • Troubleshooting experience using wireshark, tcpdump, finisar or other protocol analyzers
  • Specific knowledge of products within: Data Center (UCS/Nexus), Virtualization, Storage, Networking
  • Cisco Certifications: CCNP/CCIE DC, VCP-DCV, RedHat, MCSE, AWS, HP, IBM, Dell Server Support certifications

 

Please forward resumes and contact information to Natallie Bobzien, nbobzien@apexsystems.com