Senior Support and Lab Engineer

Locations: Fort Lee, NJ, USA
Position: Full-Time

Key Responsibilities:

  • Provide Level-2 support, and coordinate Level-3 support with ScaleMP’s R&D/QA;
  • Reproduce customer (software) environment using equipment in ScaleMP lab;
  • Document and follow up on cases to ensure escalation and turnover in timely manner;
  • Interact with OEM Support staff;
  • Troubleshoot or provide troubleshooting guidance for complex technical issues;
  • Manage complex server lab with multi-vendor equipment
  • Install and configure systems following customers and ScaleMP’s R&D/QA requirements

Job Requirements:

  • 3+ year experience supporting international customs in an Technical Support organization (Phones / email / Web), or Technical Sales Support
  • Profound, hands on knowledge of Linux/Unix operating systems, system administration, setups, tools, writing shell scripts, etc.
  • Proven track record with ability to manage complex cases to closure or escalation
  • Proven ability to understand customer’s environment, analyze cases reported, detect the customers attitude, and manage the situation accordingly
  • Good troubleshooting skills required, good hardware technical skills a plus (assemble servers and do bring-up to new/experimental hardware/firmware, networking environments, etc).
  • Must possess the ability to verbally and orally communicate with internal and external stake holders
  • Strong organizational skills, relationship building and communication skills, and ability to multi-task. Details-oriented, meticulous documenter.
  • Experience to include:
    • Working with support/ticket management systems (case / issue / bug-tracking, etc.)
    • Working with OEM partners (strong preference)
    • Using/updating a support portal (push out patches and updates, self-support, FAQs)
  • Other information:
    • Preferred: 2+ years’ experience providing troubleshooting and support for large-scale SMP server products or other complex computing/networking products
    • Preferred: Experience with current-day cloud infrastructure and software stack (Containers, Virtualization) is highly desirable (preferably with both server and storage technologies)
    • Very limited travel expected if any (expected to be less than two weeks per year)

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