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)
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.