CTERA Published: May 23, 2019
Job Type
Category
Level of education
High school
Spoken Language needed
English
Level of Hebrew
Medium
Location of job
Petach Tikva
How many relevant years experience do you require for the role:
3 years

Description

CTERA is a fast-growing startup in the space of cloud storage and we’re looking for a talented engineer to join our team of experts. We are looking for an escalation engineer responsible for supporting and triaging our flagship CTERA product. Your primary responsibility will be to apply escalation expertise to resolve complex customer issues in coordinating the technical support teams.

You will Interfaces with Support teams, Engineering and external customers to resolve business and technical issues, both proactively and reactively, on all products and services

RESPONSIBILITIES
- Provide expert product technical leadership to field organizations & engineering, in support of the worldwide sales, delivery and customer satisfaction efforts
- Build, test and maintain complex setups replicating real-world customer environments
- Reproduce and resolve a high scale of complex cases and escalations related to storage topologies deployed at Tier-1 enterprises worldwide.
- Provide technical consulting and installation advice in support of product rollouts ensuring product specifications are met
- Work closely with the support group as well as with internal engineering groups
- Be assigned with cases that will need your close guidance regarding steps to reproduce, debugging options and related performance metrics
- Be up-to-date with CTERA’s products, features, installations, tweaks and test methodologies
- Continuously sharpen your saw with Linux, Windows, Mac, storage, file transfer protocols, file systems and network topologies
- Drill-down into complex customer topology and find your way back alive
- On-call responsibilities may be required as well as occasional travel to customer’s sites

Requirements

- At least 3 years’ experience as an escalation Engineer with customer facing experience- a must!
- Solid knowledge and experience in storage (NFS, NAS) / Cloud (AWS and Azure)/ Networking environments
- Experience with SMB protocol (SAMBA is an advantage)
- Solid understanding of Windows, Linux and Mac OS (a CCNA certificate in hand- an advantage)
- Experience with software testing, scripts and running SQL queries for debugging (Postgres- an advantage)
- Excellent English level, both speaking and writing
- Ability to work in a high-pressure environment
- Ability to work with several interfaces in parallel
- Excellent analytical and problem solving skills with a strong sense of customer commitment
- Team player, autodidact, excellent communication skills
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