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Customer Support Engineer | USA - Greater Boston Area
StarWind opens position of Customer Support Engineer to join its vibrant, creative and successful team in US branch office (Boston Area).
Requirements:
- Solid understanding of storage technologies such as NAS, SAN etc
- Understanding of virtualization technology (VMware ESXi, Hyper-V)
- Experience with XenServer will be a plus
- 3-5 Years support experience
- System administration/support experience in Windows platforms
- Understanding of networking technologies (TCP/IP, Link Aggregation, etc)
- Good communication skills
Responsibilities:
- Providing technical pre-sales and post-sales support to clients and partners via the telephone, email and web conferencing, analyzing log files and providing solutions and/or workarounds for Hypervisor, OS, Networks and applications relevant to StarWind software.
- Maintain strong customer rapport
- Manage the support process, conduct Webinars
- Monitor CRM Salesforce Support Queue and record all activity, updating cases with each customer’s incident
- Review cases for technical complexity and make recommendations to team according to departmental Best Practice
- Analyze and clarify customer queries through troubleshooting and researching existing knowledgebase articles/known issues as well as correlating them with QA and R&D departments
- Meet or exceed departmental goals for Case Management, Phone and Email response times, and Customer Satisfaction scores
We offer:
- Medical and Dental Insurance
- 2 Weeks Paid Vacation
- Salary will be commensurate with experience
Please send your CV to hr@starwindsoftware.com
