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

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.

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Requirements:

• 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

Education

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.