Senior Technical Support Engineer

Job ID: 1590 Location: San Diego, CA / San Jose, CA Type: Permanent Key Skills: Linux system administration, RAID, SQL, query-writing, database, scripting, network configuration

Description:
Seeking Sr. Technical Support Engineer who will:
- Provide product support at the technical level to Systems Engineers, Professional Services Consultants, Partners, and end users
- Provide feedback from field to Product Management and Engineering
- Help create referenceable customers
- Provide training to the field
- Create good will in the installed base

Specific Responsibilities include:
- Answer calls from the field via email and calls
- Create trouble tickets
- Create bugs reports
- On-site trouble shooting
- Install product remotely and on-site
- Provide assistance to customers to integrate 3rd party tools
- Create knowledge base articles
- Train other technical support engineers, SEs, and Professional Services Consultants
- Review internal design and specification documents to provide customer perspective
- Continually increase knowledge of product, 3rd party tools, and HW and SW platform
- Provide customers with work-arounds
- Diagnose field problems

Requirement:
- In depth knowledge of Linux system administration including Linux installation and configuration, disk/RAID configuration, network configuration, and general trouble shooting
- Strong knowledge of SQL, query-writing
- Experiences with commercial database products such as Oracle, DB2, Sybase, Informix, Postgres etc.
- UNIX scripting languages including shell, python, awk, Perl
- Familiar with network diagnostic tools
- General knowledge of TCP/IP
- Familiar with networking switching products such as Cisco and Foundry
- Minimum 4 years of recent, professional experience in technical support for an enterprise product based on Linux
- Prior software start up experience
- Prior programming experience
- BS or better in a technical field (Computer Science preferred)

Must also have:
- Good interpersonal skills especially with customers
- Can quickly grasp and learn new technologies
- Able to remain calm and professional under customer related high stress environment
- Can work with development engineers in an efficient and productive way
- Organized, methodical, and detail oriented
- Ability to manage own schedule and work independently
- Ability to multi-task and manage competing priorities
- Motivated and committed to excellence