Senior Support Engineer

Full Time

Remote

About the Role

Our client, a pioneering storage software company, is seeking a Senior Support Engineer to join their global support team. This role focuses on providing expert technical support for customers using the company's custom Linux-based storage software, primarily utilizing ZFS and Ceph. As a Senior Support Engineer, you will assist customers with setup, troubleshooting, and optimization of storage solutions, while also participating in technical research and contributing to the company's technical content.

Key Responsibilities

Technical Research & Testing: Lead technical research projects, including testing and implementing new software features for customer applications.
Technical Content Development: Create and publish technical articles on storage technology and solutions, contributing to the companys blog and knowledge base.
Customer Support: Manage support tickets via Zendesk, providing in-depth assistance with system setup, troubleshooting, and customer inquiries. Guide customers through software installations, system upgrades, and optimal configuration of Linux-based storage environments.
Scripting and Automation: Develop and maintain scripts to automate system configurations, installations, and troubleshooting processes for improved efficiency and scalability.

Preferred Skills & Experience

Linux Systems Expertise: Extensive experience with Linux-based systems and administration, including proficiency in managing storage configurations and troubleshooting Linux servers.
Scripting & Automation: Proficiency in scripting languages such as Bash, Python, or Perl for system automation, troubleshooting, and performance monitoring.
Storage Technologies: Familiarity with ZFS, Ceph, and OpenZFS for storage management and optimization.
Backup & Surveillance Software: Proficiency with tools like Veeam Backup, Milestone Video Surveillance, and Dalet Media Asset Management.
Virtualization & System Management: Hands-on experience with VMware, Hyper-V, and/or Proxmox/KVM
Support Platform Proficiency: Skilled in using Zendesk or similar ticketing platforms to manage customer support interactions.
Development Mindset: Background in software engineering, allowing you to contribute to product improvement and feature development suggestions.

Ideal Candidate Profile

Proven experience in Linux systems administration and technical support, with a strong background in scripting, troubleshooting, and optimization.
Experience with storage technologies (ZFS, Ceph, etc.) is a plus, but a strong foundation in Linux and general IT systems management is key.
Strong problem-solving skills, a customer-oriented approach, and proactive in identifying ways to improve service and support processes.

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