As a L1 Technical Support Engineer, you will provide first-level support to customers, support personnel, and field support staff, focused on troubleshooting, repairing and debugging Tintri products.

Support incidents can range from hardware and/or software issues with Tintri storage systems and solutions, to interoperability issues.

You will be required to utilize and add to the Tintri knowledge base.

As a 24X7X365 organization, shift work, holiday coverage and on-call responsibilities will be required.

Description :

Responsibilities :

- Always take care of the customer.

- Customer Satisfaction is job #1.

- Leverage internal technical expertise, knowledge base, scripts, log files, and other internal tools, to provide the most effective solutions to customer issues.

- Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.

- Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.

- Create new knowledge base articles to share information for reuse throughout the Technical Support Center.

- Document case history and status to provide background prior to escalating to higher level.

- Develop and implement resolutions to identified problems, and follow standard practices and procedures.

- Monitor and track all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.

- Validate technical information and issues early warnings and disseminates information as needed.

Skills & Qualifications :

- Exceptional command of the English language.

- Exceptional writing skills.

- Ability to work in a 24X7X365 organization, including weekends and holidays.

- 4 + years experience in Enterprise level Technical Support.

- Basic familiarity with standard Linux commands.

- Good understanding of concepts related to SAN and NAS storage, Operating systems (Unix and Windows), CPU/memory architectures and Disk/RAID systems.

- The ability to diagnose complex problems and deliver analyses of root cause across a stack of complex applications, OS, Network switching and storage elements.

- Working knowledge of popular hypervisors such as VMware, Xen and Hyper-V.

- Familiarity with VMware, Microsoft products and Citrix.

- TCP/IP based networking and troubleshooting skills.

- Experience in sizing, performance analysis, and troubleshooting of data storage systems, appliance experience is a plus.

Industry :

- Information Technology and Services.

- Computer Software.

- Computer & Network Security.