Job Responsibilities : Technical Support Engineer
Salary : $16 per hour
Company : Nasuni
Location : Remote
- Initiate triage and potential resolution of all new issues submitted by Nasuni customers regarding Cloud File Storage Solutions.
- Remotely troubleshoot and resolve complex product and customer environment issues that involve Active Directory, Linux, NAS Protocols, Hypervisors, AWS, Azure, and Google Cloud.
- Escalate appropriate issues and work in coordination with the Sustaining Engineering team.
- Provide in depth technical resolutions for customers and other customer facing teams.
- Proactively keep customers updated of their issue while investigating and working in conjunction with Engineering.
- Contribute to technical knowledge base on a regular basis.
- Participate in rotating after hours and weekend support schedule.
- Track and maintain all updates and customer communication through Salesforce, Supports case management system.
- Diagnose log files and prepare thorough analysis of technical issues prior to presenting to Engineering.
- Experience working with and supporting Linux based systems.
- Prior experience supporting enterprise class customers with mission critical technologies.
- Ability to effectively communicate with customers at a technical and business level.
- Proven experience of collaborating with other internal groups such as the sustaining team to deliver on customer expectations.
- Must be able to prioritize and manage caseload of handling multiple customer issues simultaneously.
- Generous employee referral bonuses