Hungry, Humble, Honest, with Heart.

The Opportunity

About the Team

Your Role

• Work directly with our customers to troubleshoot, debug, reproduce and resolve complex technical issues.
• Work with our developers to identify defects and opportunities for product improvement.
• Participate in incident management and root cause analysis (RCA) for critical issues.
• Improve the serviceability of the product by testing new features and developing tools to scale our deployments and auto-support infrastructure.
• Provide an analysis of our existing customer base to avoid and minimize risks in the install base.
• Define and inspire changes to our product with our development engineering team based on feedback from customers and partner implementations.
• Collaborate with technology partners (e.g., VMware, Citrix, Microsoft, AWS) to resolve issues and push improvements in our ecosystem.
• Develop and contribute to internal and external knowledge bases and drive continuous improvement in everything we do.
• Provide support on weekdays and off-hours on an as-needed and scheduled rotational basis.

What You Will Bring

• Minimum 4 years relative working experience
• Excellent written and verbal communication skills – you’re able to work with a wide variety of people and collaborate with geographically distributed teams and effectively communicating everything from data points to critical feedback.
• Customer Obsession – you're passionate about delivering a high-quality support experience and providing customers with the tools they need to succeed. You judge our own success by the success of the team and the happiness of our customers.
• Professional expertise in troubleshooting at least two of the following: Virtualization (preferably VMware ESXi), Networking (preferably layer 2/3), Linux Systems (preferably CLI administration), DevOps, Cloud or Enterprise Storage.
• Communication: Proficient in both written and verbal communication, with the ability to collaborate across geographically dispersed teams and effectively relay everything from data points to critical feedback.
• Strong analytical and problem-solving skills.
• Degree in Engineering or Computer Science preferred.
• Fluent proficiency in English.

Work Arrangement