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We are now hiring! Please send resumes and cover letters to jobs@gear6.com.

Sr. Technical Support Engineer

Job Summary:

As a member of the Gear6 Support Organization this person will provide product technical support to customers in web caching and HPC system environments. This person will work closely with the Gear6 QA and Engineering teams to insure our products meet customer expectations. The candidate will deliver high-quality technical assistance for Gear6 data center appliance products through phone, web and email. Independently debug broad, complex and unique clustered systems issues. Perform installation and product trainings.

Your responsibilities will include:

  • Providing hardware and software technical support to Gear6 customers. This includes the installation and configuration of clustered server modules, as well as diagnosing system and network connectivity issues
  • Manage critical customer accounts and escalation requests and provide customer advocacy for, and timely resolution of product issues
  • Document and reproduce customer related NFS and Memcache workload problems, and coordinate bug fixes through QA and Engineering
  • Work with Engineering and Technical Marketing to enhance the end-user product experience via product and product documentation changes
  • Document all customer interactions as cases in our CRM database.
  • Contribute to and maintain customer facing knowledge base articles

Requirements:

  • The candidate will have a demonstrated track record of providing outstanding customer service in a networked systems environment
  • Must have a strong ability to accurately gather, communicate, and document technical issues
  • You must possess excellent knowledge in NFS, Linux, and networking and have proven skills in supporting end-users and resolving product issues for network storage applications (NAS)
  • You should also have experience in test planning and documentation
  • You must have at least 3-5 years of experience in networking and supporting Linux systems in an HPC environment
  • You should have knowledge of scripting languages (shell, perl, php etc.)
  • Experience with LAMP and other web stack technologies plus knowledge of web caching technologies (Memcached) is a plus
  • Travel: Approximately 25%

Education: BS Eng or CS preferred

Compensation: Includes salary, options, health benefits, access to 401k plan