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Tier 2 Technical Customer Support Engineer

2 months ago

indianapolis, United States Scale Computing Full time

The Tier 2 Technical Customer Support Engineer plays a critical role in supporting our post-sales Scale Computing customers, because our number one goal is to make our customers exceptionally happy when they seek our support. We believe in best-ever experiences from the inside out - so this means we’re looking for an approachable, friendly candidate who will love their co-workers as much as we love them.


A successful Tier 2 Support Engineer requires impeccable problem-solving, communication, and interpersonal skills, patience, a customer-friendly attitude, and the ability to work in a team environment. Our employees are intelligent, enthusiastic, entrepreneurial, and actively create the vision of Scale Computing.


Unlike Tier 1 Support Engineers, Tier 2 Support Engineers will be required to work directly with multiple Scale Computing teams for complex issues, including Product and Engineering, and will be responsible for resolving cases directly from customers and those escalated from the Tier support team. Every member of our Support team will strive to maintain an above-industry average Net Promoter Score (NPS) and meet/exceed Team and Individual goals and Key Performance Indicators (KPIs) as established by Support Management. Bonus points for those who are obsessed with high customer satisfaction.


Great candidates will look like this:

  • Enjoy troubleshooting and problem-solving analytically
  • Understand customer needs and ensure clarity on the status of technical issues
  • A team player who can work well within the team and collaborate cross-functionally, especially in a remote environment
  • An excellent communicator, written and verbal, who is efficient and effective with customers and colleagues via web conferences, email, and in-person interactions
  • A motivated self-starter who thrives on prioritization and follow-through
  • Passionately creative in mindset and has the ability to adapt quickly to evolving business needs


Responsibilities

  • Complete Scale Computing’s Onboarding program and work with management to identify any gaps in the training plan
  • Provide support for the Hyper-converged computing clusters for Scale Computing customers and partners
  • Answer customer calls and respond to customer cases via all origins (email, chat, etc.) while delighting our customers with a friendly and helpful experience
  • Advanced troubleshooting and problem-solving skills at the network and OS levels and ability to identify Tier 1 knowledge and/or training gaps for coaching opportunities
  • Escalate issues appropriately beyond the scope of Tier 2, as well as set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom)
  • Become a Subject Matter Expert in at least one of the following areas: Linux, Windows Server, Networking, Migration Tools, Performance, VMware, and other areas as defined.
  • Work on important Scale Computing Support Initiatives as assigned by Support Management. Effective time management skills are required to do this successfully.
  • Demonstrates consistent adherence to case management requirements and produces useful Knowledge Base artifacts/articles
  • Participate in the on-call rotation as agreed by the Tier 1 & 2 Support team. When on-call, be prepared to address technical issues at all times
  • Partner with our Services team for scheduled Service-related tasks including installation of SC//Platform.
  • Provides excellent customer service to EVERY internal and external customer
  • Stay up-to-date on new product features and updates, and proactively seek out additional resources and training to deepen understanding of the product.


Requirements and useful skills/experience

  • Proficient in Tier 2 level services including virtualization technologies, networking, Linus, Windows Administration and storage technologies OR a minimum of one (1) year as a Tier 1 Support Engineer
  • Demonstrated experience in handling both technical and customer escalations
  • Project management experience preferred
  • Learn and maintain advanced technical knowledge about all aspects of supported products and services provided by Scale Computing
  • Understand 3rd-party applications sold and supported by Scale Computing
  • Excellent communication skills tailored to audiences at all levels, including C-suite executives, engineering and other business support staff
  • Proficient organization, project management, and follow-through


Compensation & Benefits

  • Competitive, based on experience
  • Stock options
  • Comprehensive Health Plan including Medical (HDHP & PPO options), Dental, Vision, STD, LTD, & Life Insurance options
  • PTO & paid Company holidays
  • 401k Plan with match

This is a full-time, permanent position and may be remote or based out of our downtown Indianapolis HQ.