CTERA
  • Published: April 3, 2021
Job Type
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 a customer 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 interface with Customer Service, 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
- Reproduce and resolve a high scale of complex cases and escalations related to storage topologies deployed at Tier-1 enterprises worldwide
- Build, test, and maintain complex setups replicating real-world customer environments
- Provide technical consulting and installation advice in support of product rollouts ensuring product specifications are met
- Work closely with the support and 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!
- Experience working with Linux, scripts, and running SQL queries for debugging– a must (Postgres- an advantage)
- Solid knowledge in Networking environments and storage (NFS, NAS) / Cloud (AWS and Azure)
- Experience with SMB protocol (SAMBA is an advantage)
- CCNA certificate in hand- an advantage
- Excellent analytical and problem-solving skills with a strong sense of customer commitment
- Excellent English level, both speaking and writing
- Team player, autodidact, diligent, excellent communication skills

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