Senior Technical Support Engineer
Shenzhen, China

We are looking for a motivated expert Tier 2 / 3 Technical Support Engineer (TSE) focused on datacenter and networking technologies, to provide comprehensive solutions for complex installations, maintenance, or operations for a broad scope of leading-edge networking products.

You will be the primary point of contact for our customers; assisting them with technical questions, troubleshooting, and resolving their issues.

As a Technical Support Engineer, you are an approachable, proficient communicator who is fundamentally interested in taking ownership in resolving issues, while ensuring a high level of customer satisfaction is maintained and delivered.

You will interact with Engineering, Marketing, and Support teams regularly on technical issues What you’ll be doing :

  • Resolve complex escalations and technical issues through meticulous research, reproduction, and troubleshooting for customers installing Mellanox products and supporting systems using Linux Operating Systems (Multi-distro)
  • Responding to customer product support inquiries via telephone, email or conference calls
  • Resolving customer issues during installation, operation, maintenance or product application or interoperability with other vendors
  • Participate in cross-functional team meetings and provide feedback to engineering and marketing regarding product requirements, customer experience, support tools, etc.
  • As a technical resource develop, re-define and document best practices to provide to internal teams (Support / R&D) for support process and improvements
  • Site visits and conference calls with customers
  • 2+ years in providing in-depth Customer Support and troubleshooting for hardware and software products.
  • What we need to see :

  • Knowledge and experience in Linux System Administration, process management, package management, task scheduling, kernel management, boot procedures / troubleshooting, performance reporting / optimization / logging, network-routing / advanced networking (tuning and monitoring), storage configuration and troubleshooting (iSCSI), Virtualization (KVM) and Scripting.
  • Demonstrated ability to troubleshoot networking protocols using tools such as TCPDUMP and Wireshark or similar packet generation and analysis tools
  • Excellent interpersonal skills with the ability to maintain and manage the overall resolution for any escalated customer case under all circumstances.
  • Excellent communication and presentation / oral skills
  • Excellent verbal and written English skills
  • Strong organizational skills and ability to prioritize / multitask easily with limited supervision
  • Candidates should have a minimum of a four-year degree from an accredited university or college in Computer Science, or Electrical or Computer Engineering
  • Industry common Linux certifications
  • Ways to stand out from the crowd :

  • Clustering or Data-Center technologies including Upper Layer Protocols (i.e., MPI)
  • OpenStack Administration
  • Good understanding of server virtualization technologies with specialty in Openstack.
  • Background of Openstack Ironic based bare metal computing.
  • Good understanding of container technologies and orchestration Docker / Kubernetes / Jenkins.
  • Good understanding of NFV / VNF / VPP / SR-IOV / DPDK.
  • Understanding of Compute and network infrastructure creation in at least one of the public clouds such as AWS, GCP, Azure.
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