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


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