Technical Support Engineer L2

6 months ago

Bengaluru, India Tintri Full time

Job Description

Job Title: L2 Support Engineer - Tintri Team

Job Summary:

Tintri builds storage. Those three words may not light your hair on fire … but it’s lighting up our customers’ lives. They are all excited about the agility of public cloud—AWS, Azure, etc.—and Tintri puts all that agility right inside their data centers. That’s no small feat. To deliver on that promise, we had to build an all-flash architecture that is completely distinct from legacy solutions—using a building block approach akin to public cloud. And it’s just one signal that at Tintri, employees get to work on projects that are well … unconventional, challenging and high impact.

In this position the engineer will apply advanced systems level technical expertise to resolve highly complex systems level customer issues. The customer issues which may be received by Support Centers through automated dial-homes, voice initiated technical calls from TINTRI Customers, Customer Engineers, or remote maintenance calls and Web Support Calls. In this position the engineer will be required to use independent judgment to accomplish objectives and work closely with engineering and other technical business units to increase knowledge and resolve customer issues. As part of a 24*7*365 organization shift work, holidays and on-call responsibilities may be required.

Responsibilities:

Responsibilities for this role include but are not limited to:

Always take care of the customer. Customer Satisfaction is job #1. Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues. Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution. Identifies and provides resolutions to a diverse range of complex technical problems and mentors others in providing validated technical information, support process instructions and special support requirements. Contributes to a centralized problem identification and resolution database and may provide senior or expert level tasks similar to Engineering for assigned products or skills. Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions. Identifies, documents and reports design, reliability and maintenance issues. Understands and leverages TINTRI’s technical communication structure and has a sphere of influence which extends well outside of the department Effectively leads efforts in facilitating problem recreation and failure analysis of systems level issues and recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution. Develop and implement resolutions to identified problems and follow standard practices and procedures. Identifies records and works with management to proactively revise current procedures and tools to improve customer satisfaction Develops broad knowledge of the organization’s mission and strategy and relates it to day-to-day issues. Challenges existing processes based on industry best practices, enhances these for the benefit of all. May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other TINTRI Technical Support co-workers as appropriate. Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases. Validates technical information and issues early warnings and disseminates information as needed.

Skills and Qualifications required for this role include:

5-year proven experience in technical support or system administration with a strong focus on VMware, Hyper-V, networking, Linux, and storage technologies. Microsoft Hyper-V, MCS and/or VMWare VCP certification or equivalent Hypervisor administration work experience Proficiency in troubleshooting complex technical issues and providing effective solutions. Strong knowledge of virtualization technologies, networking protocols (TCP/IP, VLAN, DNS, DHCP), Linux operating systems, and storage concepts (SAN/NAS) Experience on performance related issues and network optimization. Good understanding of cloud computing and cloud-based services. Excellent communication and interpersonal skills to interact with customers, partners, and cross-functional teams effectively. Ability to work independently and collaboratively in a fast-paced support environment Ability to work in a 24X7X365 organization, including weekends and holidays Fluency in English is required Bachelor’s degree in Computer Science, Information Technology, or a related field

Pluses

Python & Power Shell Scripting Experience with Wireshark and packet level analysis SQL database or other database knowledge Industry certifications like VMware Certified Professional (VCP), CCNA, AWS, Microsoft Certified Solutions Associate (MCSA), or equivalent

Shift timings need to be flexible – EMEA/EST based on the need at the time of joining.

However initial training period 2 months will be in APAC hours.

Working days – Sun thru Thursday

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