Responsibilities for this role include but are not limited to :
Always take care of the customer. Customer Satisfaction is job #1.
Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues.
Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status.
Responsible for sharing all acquired knowledge concerning problem resolution.
Identifies and provides resolutions to a diverse range of complex technical problems and mentors others in providing validated technical information, support process instructions and special support requirements.
Contributes to a centralized problem identification and resolution database and may provide senior or expert level tasks similar to Engineering for assigned products or skills.
Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions.
Identifies, documents and reports design, reliability and maintenance issues.
Understands and leverages TINTRI’s technical communication structure and has a sphere of influence which extends well outside of the department
Effectively leads efforts in facilitating problem recreation and failure analysis of systems level issues and recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution.
Develop and implement resolutions to identified problems, and follow standard practices and procedures.
Identifies records and works with management to proactively revise current procedures and tools to improve customer satisfaction
Develops broad knowledge of the organization’s mission and strategy and relates it to day-to-day issues.
Challenges existing processes based on industry best practices, enhances these for the benefit of all.
May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other TINTRI Technical Support co-
workers as appropriate.
Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.
Validates technical information and issues early warnings and disseminates information as needed.
Skills and Qualifications required for this role include :
5 year experience in Enterprise level Technical Support
B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experience
Storage Systems experienced required
Microsoft Hyper V MCS and / or VMWare VCP certification or equivalent Hypervisor administration work experience
TCP / IP based networking and troubleshooting skills
Performance and Network Optimization, Log Analysis experience
Ability to clearly communicate verbally and in writing.
Fluency in French, English plus one other language (German, Danish, Swedish) essential