Tier 2 Technical Customer Support Engineer

As a Tier 2 Technical Customer Support Engineer at Scale Computing, you will play a critical role in supporting post-sales customers, ensuring exceptional customer satisfaction. Your problem-solving, communication, and interpersonal skills will be crucial in resolving complex issues and working collaboratively with multiple teams. Here's how a great candidate would look like: - Enjoy troubleshooting and problem-solving analytically - Understand customer needs and provide clarity on technical issues - Work well within a team and collaborate cross-functionally, especially in a remote environment - Communicate efficiently and effectively with customers and colleagues through various channels - Thrive on prioritization, follow-through, and adapting quickly to evolving business needs ### Required Skills/Experience: - Strong understanding of virtualization technologies, networking, Linux CLI, Windows Administration, and storage technologies - Experience in handling technical and customer escalations - Project management experience preferred - Excellent communication skills tailored to audiences at all levels - Proficient in organization, project management, and follow-through ### Responsibilities: - Complete Scale Computing's Onboarding program and identify training gaps - Provide support for Hyper-converged computing clusters for customers and partners - Answer customer calls and respond to cases while ensuring customer satisfaction - Advanced troubleshooting skills at the network and OS levels - Escalate issues beyond Tier 2 scope and set customer expectations - Become a Subject Matter Expert in at least one area such as Linux, Windows Server, Networking, etc. - Work on important Support Initiatives and produce useful Knowledge Base artifacts - Participate in the on-call rotation and address technical issues promptly - Collaborate with the Services team for scheduled tasks - Provide excellent customer service to internal and external customers - Stay updated on product features and seek additional resources for product understanding ### Perks And Benefits: - Group medical insurance - Casual dress code - Hybrid work schedule - Paid company holidays - Cab facilities - Fully stocked snacks at the office - Vibrant and inclusive workplace atmosphere - Flexible work environment and opportunities for growth Scale Computing is an equal-opportunity employer, and final candidates will undergo a pre-employment background check. Join us in delivering innovative, secure, and scalable technology that powers critical operations worldwide!,