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Customer Support Engineer

Company: Zenoss
Location: Austin
Posted on: August 16, 2019

Job Description:

Zenoss is currently seeking an inquisitive, technologically motivated, self-directed Customer Support Engineer to join our Customer Success Team. It will be your job to deliver exceptional customer support to our enterprise customers running our award winning monitoring software.

You will be exposed to the latest datacenter, cloud and virtualization solutions such as VMware, Docker, ElasticSearch, LogStash, OpenStack, Cisco UCS, HBase and others. The ideal candidate is a problem solver with a strong technical background that is passionate about technology and expanding their skillset. IT and Network Administrators that enjoy working with external clients are encouraged to apply. Candidates MUST be highly motivated to meet and exceed customer expectations.

In our Customer Support Engineering role, you'll be part of a team that values collaboration and celebrates your unique contribution. We're aiming to fill this role with someone who will take our Zenoss' Core Value of Customers for Life to heart.

What you'll Do:

  • Provide world class technical support
  • Use programming knowledge to identify and resolve issues with the product
  • Use creative problem solving skills to help customers implement solutions
  • Follow up with customers to verify solutions are successful
  • Work with engineering to develop and test solutions and to install and test new versions of products
  • Collaborate with Customer Success Managers, Services, and Engineering to expedite resolutions and ensure customer success
  • Summarize, communicate and escalate customer experiences
  • Mentor and assist other support engineers
  • Use your experience and initiative to help us continually improve our processes and services

    Required Experience / Skills:

    • Ability to read and understand object oriented programming languages (Python)
    • Strong Linux system administration skills (RHEL, CentOS, Ubuntu/Debian)
    • Excellent phone and email skills, positive customer-centric attitude
    • Strong problem solving skills
    • Organized, self-starter with an ability to follow through on issues under minimal supervision

      Desired Experience / Skills:

      • One or more years experience providing technical support for enterprise software solutions
      • BS in information technology related field
      • Experience supporting products with TCP/IP and SNMP networking components
      • Experience with: Java, Zope, MySQL, Docker, Go
      • Experience with systems and network monitoring tools

        And you'll be able to do your job in our office space that fosters a collaborative environment by providing lounge areas to talk tech or just chill. Our team toy is a read hoverboard that we all have joint custody to use throughout the office. We provide healthy snacks, coffee and a beverage bar. Some of Austin's best food trucks come by during the week for lunch and we're also within walking distance to several food establishments such as Austin Pizza, Rudy's Country Store, Taco Bell and HEB. Don't feel like walking? Then you might want to join the team down the road at MOD pizza. Yum! Finally, you can also take a break in our free on-premises workout facilities or mingle over a game of billiards, ping pong or Foosball.

        Zenoss is not currently sponsoring Visas.

Keywords: Zenoss, Austin , Customer Support Engineer, Engineering , Austin, Texas

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