Senior Technical Support Engineer

Employer: Veeam Software Corporation

Position:Senior Technical Support Engineer 

Duties:  Design and develop complex solutions to drive technical product support requests. Enhance the product customer experience by identifying, recreating, and tracking customers issues for faster and accurate resolutions. Enhance product adoption by identifying, logging, and tracking product features and enhancements reported by customers. Develop performance metrics and standards for technical products. Contribute to the technical documentation of based product features, customer issue root cause analysis, and internal findings in Knowledge Base, Best Practices, Blogs, and White Papers. Collaborate across organizations including engineering, sales, and product management teams during Proof of Concept (POC) on analyzing product demos for existing and prospective customers. Work on product networking, cloud, virtualization, backup, and recovery. Work on software solutions such as OpenShift, PKS, Rancher, Google GKE, AWS EKS, and VMware administration to develop guidelines for product software implantation. Configure public cloud infrastructure including AWS, Azure, and Google Cloud and work on networking, cloud, virtualization, backup, and recovery concepts. 

Education Required:  Bachelor’s degree or foreign equivalent in Computer Systems Engineering, Computer Science, Computer Engineering, or a related field 

Experience Required:  6 years of progressive experience as Systems Architect, Lead Engineer, or related occupation 

Special Requirements:    Must have at least 3 years of prior work experience in each of the following: 

1. Designing and developing guidelines and deploying technical solutions by leveraging experience with Kubernetes, Linux administration (Docker), cloud technologies, and scripting languages (Bash or Python) for automation. 
2. Supporting customer environment and product software implementation using at least two of the following software solutions: OpenShift, PKS, Rancher, Google GKE, AWS EKS, and/or VMware administration. 
3. Configuring public cloud infrastructure including AWS, Azure, and Google Cloud. 
4. Working on Kubernetes administration including cluster management, troubleshooting, and deploying containerized applications. 
5. Utilizing Customer Relationship Management platforms: Salesforce and ServiceNow for case management, workflow automation, and customer interaction tracking to enhance support efficiency. 
6. Managing high-priority support cases by communicating with customers with production issues, and driving resolution for escalated issues to ensure satisfaction and service continuity. 
7. Using JIRA for issue tracking, project management, and coordinating tasks across technical and business teams, ensuring timely delivery and resolution of tasks and incidents driving resolution for customer issues. 
8. Managing and optimizing software development life cycles and upgrading patterns to promote smooth transitions between releases with minimal downtime. 

Position permits telecommuting: applicant may reside anywhere in U.S. and reports to Kirkland, WA office. 

Salary:$161,138 to $219,500 per year 

Worksite:3000 Carillon Point, Suite 600, Kirkland, WA 98033