Document and manage customer issues, delivering excellent customer service and managing customer expectations
Monitor and respond to customer inquiries, coordinate customer communication, assuring timely status updates and issue resolution
Collaborate within the company, escalating issues and engaging others to solve hard problems
Report product defects and enhancement requests
Identify and advocate product supportability requirements

BA in Computer Science or related field, or in lieu of Bachelors, 6+ years additional relevant work experience
Minimum 2 years experience in customer technical support role working in a hosted application
Ability to travel (10%) and be available for late shift or on-call as needed.
Red Hat Enterprise Linux (RHEL) system administration knowledge is preferred
Familiarity with Linux service and performance troubleshooting is a plus
Knowledge of tools such as Command line, power shell, performance monitor or other data gathering tools preferred
Familiarity with log analysis, correlating multiple log types for deep dive analysis
Knowledge of system administration and support knowledge of Server Virtualization Hypervisors such as VMWare or Microsoft Hyper-V
Basic understanding of SSL/TLS certifications with a basic understanding of Public Key Infrastructure (PKI)
Basic understanding of authentication protocols such as LDAP and 802.1x
Understanding of relational database systems and SQL scripting

Senior Technical Support Engineer

Key skills