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Technical Support Engineer – Hebrew/German/French/Spanish/Italian

  • Job Ref: 8185
  • Cork
  • IT

Job Requirements

Essential Functions:

  • Respond to post sales customer support issues, raised by the customer via phone/email/web/chat, or internally via Active Support.
  • Be responsible for monitoring and responding to alerts on customer systems
  • Raising support cases for alerts received by the SolidFire monitoring system or direct requests from customers
  • Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans. 
  • Technical troubleshooting of customer environments and the SolidFire product.
  • Collection and analysis of multi-platform logs to identify issues and determine root cause.
  • Case management.
  • Collaborate with other Technical Support Engineers to quickly facilitate solutions for customers. 
  • Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of your specific area of expertise.
  • Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues. 
  • Create new knowledge base articles to share information for reuse throughout the Technical Support Center.
  • Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications.


  • Ability to work well within a team
  • Good written and verbal communication skills in English and fluent in Hebrew/German/French/Spanish/Italian
  • Good interpersonal communication and customer service skills.
  • Ability to work under pressure
  • Ability to manage multiple work streams 
  • Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment. 
  • Ability to follow standard engineering principles and practices.
  • Analytical approach to problem solving.
  • Experience in troubleshooting methodologies
  • Strong communication and documentation skills, and strong process skills
  • General knowledge of 
    • Operating systems including Linux / Windows
    • Troubleshooting block storage access protocols (FC, iSCSI)
    • Server / storage hardware troubleshooting
    • Basic experience with virtualized infrastructure and hypervisors (VMware, Hyper-V, Etc.)
    • Basic Networking concepts
  • Previous experience with case management systems


A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience; and 3-5 years of experience in a relevant technical support role.

Certifications in the following would also be a plus: VCP, BCP, MCP, etc.