Lead Technical Customer Engineer
We are looking for an experienced Lead Technical Customer Engineer who will help us elevate our World Class Customer Engineering team, which has won the prestigious Stevie Award for ten consecutive years, drive excellent customer service, and support DataCore‘s software solutions, ensuring alignment between the technical solutions and the business needs.
The role of the Lead Technical Customer Engineer is varied covering both software and hardware skillsets across storage technologies as well as server maintenance and network configuration. The successful candidate duties will include configuration, testing, 1st through to 3rd level support, and occasional customer training.
This position will be in the United Kingdom, based out of our Cardiff office. It requires a senior engineer who has strong technical skills, inspires and interfaces well with the team, and has a very sound understanding of what the business/the customer wants, and by extension, the DataCore ONE Vision.
Duties:
- Work on customer projects, such as upgrade planning, delivery and reporting
- Help develop service procedures, policies, and standards
- Manage escalated customer issues and follow problems through to resolution
- Keep accurate records and document customer service actions and discussions
- Document procedures for all storage policies, procedures, and guidelines
- Upgrade Cloud and on-prem systems as required for enhanced functionality and issue resolution
- Provide training and documentation of systems and support procedures to be utilized by the larger engineering and operations teams at the facility
- Develop scripts for the automation of routine tasks
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- Be available for conversations on weekends and/or bank holidays should an escalation arise
- Occasionally support sales and marketing with onsite presence at trade shows
- Understanding of SaaS and Cloud hosting of software development activities
- Experience with administering / monitoring infrastructure on bare metal, private/public cloud or hybrids. (e.g. Azure, Google Cloud, AWS, Open Stack, VM’s, etc)
- Knowledge of SAN/NAS/Object storage is strongly preferred. Work with a large customer base regularly by ensuring our SLAs and met
- Excellent communication skills, organisational, interpersonal verbal and written
- Driven to get results and achieve goals while maintaining top level integrity and a strong work ethic
- Proven track record of customer facing professional services delivery
- Flexibility to work in a fast-paced environment
- Team player, maintain a positive and collaborative culture
- Coaching team members and continuously developing our customer support capabilities
- Working knowledge of customer service software, ticketing system, databases, and tools
- Ability to think strategically with strong problem solving and debugging skills
- Familiarity with IT practices in a data centre
- Excellent customer service orientation, creative approach to problem solving
- Advanced troubleshooting and multi-tasking skills
- Willingness to travel for customer onsite operations, onsite meetings, demos and for international exhibitions and customers
Education / Experience:
- Degree in computer science, software engineering, Information Technology or equivalent related experience
- 8 – 12 years+ of relevant industry experience (Windows/Networking/Storage/Infrastructure)
- 8 – 12 years+ proven working experience as a customer support engineer
- Start-up technology company experience strongly preferred
- In-depth hands-on UNIX/Linux system administration skills and experience in managing large scale distributed environments
- Experience in Storage technologies such as RAID, Fiber Channel, iSCSI, CiFS, NFS, Flash, LTO, etc
- Experience in Windows/Linux Server build, configuration, and administration
- Working knowledge of network infrastructure, services, and toolsets
- Experience on storage environment (NAS, SAN, RAID, distributed file system, object storage, RESTful API, Amazon S3)
- Solid networking knowledge: low-level networking concepts and design, routing, bonding, VLAN, TCP/IP
- Scripting skills (Bash, Python, PHP, PowerShell), Automation (Ansible)
- Experience with data management, data backup and data recovery
- Prior experience in a role with a successful track record of meeting or exceeding customer engineering goals
- Proficient experience working with remote file sharing protocol, SAN connectivity methodologies for storage systems, TCP/IP and Networking, RAID, Windows 2019, 2016, Linux Operating Systems, Virtual infrastructure, etc
- Familiarity with Server Virtualization products (Docker, Kubernetes), NAS concepts and infrastructure, monitoring protocols, Storage concepts and infrastructure, remote authentication methodology and data collection on remote systems
- Knowledge of Atlassian stack. (Jira, Confluence)
- Additional European language is a plus
- Apart from core office hours, he/she shares in an on-call rotation for support coverage which includes weekends and holidays
- Must be willing to travel & work evenings, overnights, weekends, holidays with little notice
- LINUX kernel builds
- Application experience (AD, Exchange, SQL, Oracle, etc.)
- Micro Services workflows
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and/or move up to 25 KG (such as but not limited to, racking servers into racks).
DataCore Software is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.