Building Enterprise Leaders

Technical Support Engineer – West at AtScale
San Mateo, CA, US
As a Technical Support Engineer, you will provide top notch support to AtScale customers for diagnosing, reproducing and resolving issues with our solution. You will troubleshoot issues in multiple types of environments, take ownership of issues, and work closely with our support team and engineering in resolving customer issues. To be successful in this role, you must be a motivated self-starter, committed to ongoing self-education, possess strong customer service and communication skills and have excellent technical problem solving skills.

Responsibilities:

Resolve customer problems via telephone, email or remote access
Maintain customer loyalty through integrity and accountability
Research customer issues in a timely manner and follow up directly with the customer with recommendations and action plans
Escalate cases to management when customer satisfaction comes into question
Escalate cases to the engineering team when the problem is beyond the scope of technical support or falls out of the support team’s expertise
Maintain control and management of the overall resolution for any escalated case, even when cross-functional groups are involved
Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues
Create knowledge base content to capture new learning for re-use throughout the company and user base
Participate in technical communications within the team to share best practices and learn about new technologies and other ecosystem applications
Participate in the weekend on-call rotation with other Technical Support Engineers
Experience and Requirements:

Bachelor’s degree or equivalent experience
Enterprise software support customer facing experience
Experience with supporting Java applications running on Linux
Familiarity with JVM, JRE, JDK, garbage collection
Strong knowledge of networking concepts (TCP/IP, DNS, etc.) and ability to troubleshoot complex networking issues in a Linux environment
Experience with database or in a big data platform/company a plus
Knowledge of system administration a plus
BI tools experience a plus
A strong desire to perform the support engineer role and to work with customers on a daily basis, document cases properly, create knowledgebase articles and follow team guidelines
Passionate, enthusiastic, energetic team player
Understands the need for mentoring and sharing of knowledge
Commitment to high quality
Ability to multi-task
Good verbal and written communication skills and need to able to answer questions directly
Strong in problem solving and logical thinking
Ability to quickly learn and pick up new technical concepts

To Apply: If you think you might be a good fit for any of these roles please drop us an quick email (along with your CV). Please remember to put the title of the role in the ‘subject’ so you don’t get lost in the mix!