As a Tier 3 Software Support Engineer, you will be responsible for the advanced support of partners and customers use of the application. The focus of the efforts in this role will revolve around the high complex components of the solution including the operating system, compute, database, architecture, network, etc. Helping our customers through technical support issues is an important aspect of maintaining high levels of customer satisfaction and results in a higher level of purchasing for follow on products and services. The Software Support Engineer role interacts closely with the internal product and account teams to ensure a continuous feedback loop with customers on support service quality and reliable communication paths for issue escalations.
In this function you will:
Manage customers, partners and users in the support portal application
Respond to logged issues within stated SLA for each customer. Manage tickets based on urgency and metrics for First Response, Issue Aging and Mean Time to Resolve
Engage customers, partners and internal development resources to resolve open issues in accordance with committed customer or partner timelines
Schedule and Conduct Webex, Microsoft Teams or other interactive sessions daily with partners and customers to resolve open issues
Primary escalation point of software issues that are unable to be resolved by Tier-1 and Tier-2 support staff
Use CLI over SSH to troubleshoot and triage PostgresSQL database, Linux, and other python scripting techniques to evaluate complex server issues
Plan and complete approved upgrade or patch updates to customer application platforms
Escalate issues to the development team for more technical resources to resolve product issues or defects. Track escalated issues to completion and contribute the solutions to our vast knowledge base platform
Document advanced issue triage processes for use by other technical support team members
Help to educate other technical support team members on advanced platform topics to help reduce the number of escalated Tier 3 ticket volume
Assist in the provisioning, maintenance and support of Azure cloud customer software instances
Assist in the installation, maintenance, and configuration of Eaton|Tripp Lite hardware solutions as well as partner product integrations for configuration testing in labs
Assist in the installation, maintenance, and configuration Brightlayer Data Centers software suite for sales, support and training teams
Assist in the management of network and lab devices in Raleigh and Tampa locations
Test solutions provided by development against lab environment to validate fixes by executing test plans with observed results and test outcome details
Assist with Business Acceptance Testing (BAT) for Brightlayer software releases and hardware solutions
Qualifications:
Required (Basic) Qualifications:
Bachelor’s Degree from an accredited institution.
A minimum of five (5) years of experience directly supporting Linux or SQL server scripting and architectures
Must be legally authorized to work in the United States without corporate sponsorship now or in the future.
Must be able to work in the Raleigh Eaton office up to three (3) days per week.
No relocation is being offered for this role. All candidates considered must reside within 50 miles of our Raleigh, NC office. Active Duty Military Service member candidates are exempt from the geographical area.
Preferred Qualifications:
A Bachelor’s Degree from an accredited institution in a STEM-field.
Three (3) years of experience related to data center and IT hardware and software solutions.
Three (3) years of experience with Salesforce CRM
Three (3) years of experience with python scripting
Skills:
· Technical Skills:
o Relational Database (PostgreSQL, MySQL, Oracle, SQL Server) Intermediate to Advanced with command line queries
o Working experience with Linux Operating System (CentOS, Red Hat, Ubuntu, etc) including installation and troubleshooting with intermediate to advanced command line capabilities
o Troubleshooting skills for web browser including use of Development Tools for resolving browser related issues
o Advanced log analysis from OS and application log output
o Intermediate to advanced skills related to troubleshooting network and hardware connectivity issues
o Python and/or Shell scripting capabilities
o Familiarity with Azure architecture and provisioning concepts
· Knowledge of virtual hypervisor solutions such as VMWare, HyperV, VxRail, Nutanix
· Knowledge of IT hardware such as Dell, HP, Adventech, RF Code, Raspberry Pi systems
· Knowledge of IT network configurations and trouble
