Senior Technical Support Specialist

1 week ago


Burlington, Massachusetts, United States DeepSearch Staffing Partners Full time
Senior Customer Support Engineer

DeepSearch Staffing Partners is seeking a highly skilled Senior Customer Support Engineer to join our team. As a key member of our support team, you will be responsible for providing advanced technical support to our clients' customers and partners.

Key Responsibilities:

  • Provide remote support services for clients, partners, and field personnel
  • Understand customer needs and assist in meeting those needs within the required timeframe
  • Manage hot customers and escalations
  • Develop and implement customer-specific action plans
  • Provide excellent communication externally and internally
  • Support special programs and projects within the organization
  • Assist customers with installations remotely and provide training
  • Develop knowledge-based articles
  • Ability to work autonomously as well as in a team

Requirements:

  • 10+ years of experience in a technical support role for external customers
  • Working knowledge of Unix/Linux, networking, and networked storage technologies
  • Demonstrated ability to troubleshoot complex system problems
  • Strong organizational skills
  • Strong account management skills
  • Able to work closely with all levels of customers, internal engineers, and management on complex issues
  • Excellent verbal and written customer-facing communication skills

Preferred Skills:

  • Backup Applications (ArcServe, Backup Exec, Commvault, NetBackup, IBM Spectrum Protect, Oracle RMAN, Veeam)
  • Scripting (e.g., shells, Perl, Bash, Python)
  • Networking and networked storage technologies
  • The ideal candidate will be hard working and dedicated to constantly improving both their own skills as well as our customers' experience.

Education:

  • BS in Computer Science or Technology (or equivalent work experience)


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