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Jobs in bengaluru
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Acumera Rigel
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Customer Support Engineer

Customer Support Engineer

3 - 7 years

|

2 - 5 Lacs

Posted:-1 days ago| Platform:

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Skills Required

server application troubleshooting customer service vmware dns networking new product system administration technical support active directory chat linux microsoft windows desktop support windows server troubleshooting technical customer support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Complete Scale Computing s Onboarding program and work with management to identify any gaps in the training plan

Provide support for the Hyper-converged computing clusters for Scale Computing customers and partners.
Answer customer calls and respond to customer cases via all origins (email, chat, etc.) while delighting our customers with a friendly and helpful experience.
Advanced troubleshooting and problem-solving skills at the network and OS levels and the ability to identify Tier 1 knowledge and/or training gaps for coaching opportunities
Escalate issues appropriately beyond the scope of Tier 2, as well as set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom)
Become a Subject Matter Expert in at least one of the following areas: Linux, Windows Server, Networking, Migration Tools, Performance, VMware, and other areas as defined.
Work on important Scale Computing Support Initiatives as assigned by Support Management. Effective time management skills are required to do this successfully.
Demonstrates consistent adherence to case management requirements and produces useful Knowledge Base artifacts/articles
Participate in the on-call rotation as agreed by the Tier 1 & 2 Support team. When on-call, be prepared to address technical issues at all times
Partner with our Services team for scheduled Service-related tasks, including installation of SC//Platform.
Provides excellent customer service to EVERY internal and external customer.
Understand technical needs of 3rd-party applications sold and supported by Scale Computing
Stay up-to-date on new product features and updates, and proactively seek out additional resources and training to deepen understanding of the product.
Hyper-proactive approach to all learning and development as well as with attending to customer needs

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