Senior Technical Support Specialist
2 days ago
DeepSearch Staffing Partners is seeking a highly skilled Senior Customer Support Engineer to provide exceptional technical support to our clients' customers and partners. This individual will leverage their system-level expertise to resolve complex customer issues while being an active member of our team.
Key Responsibilities:
- Provide remote support services for clients' customers, partners, and field personnel
- Understand customers' 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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