Technical Support Engineer Level 2

Herzliya, IL

Job Description / Skills Required

About Us

Zerto provides enterprise-class disaster recovery and business continuity software specifically for virtualized data centers and cloud environments.

Zerto’s award winning solution provides enterprises with continuous data replication & recovery designed specifically for virtualized infrastructure and the cloud. Zerto Virtual Replication is the industry’s first hypervisor-based replication solution for tier-one applications, replacing traditional array-based BC/DR solutions that were not built to deal with the virtual paradigm.

Today, enterprises of all sizes are deploying applications on virtualized IT infrastructures and clouds. The values of virtualization including flexibility, scalability and mobility can complicate business continuity efforts in times of disaster. The advantages of virtualization can be in conflict with your ability to recover the business in the event of disaster. Not so with Zerto’s virtual-friendly continuous data replication.

Zerto was founded in 2010 by a team of storage industry veterans. Ziv Kedem, Zerto’s founder and CEO, previously co-founded Kashya (acquired by EMC in 2006). Backed by 83North (formerly Greylock IL), Battery Ventures, Harmony Partners, RTP Ventures and USVP, Zerto is dual-headquartered in Israel and the United States.

Why work with our group

Zerto solutions are also backed by global support service centers that provide on-demand access to an expert team of support engineers 24×7. A commitment to excellence and customer advocacy pervades the Zerto Support Engineering team and the work environment fosters intellectual stimulation through exchanges with internal and external customers. All customers, regardless of support level, can access the Zerto Support Portal, which includes a knowledge base, documentation and forums for do-it-yourself answers to most common questions.

Zerto’s customer base is growing rapidly, and with it grows the challenge to provide professional technical support. The Zerto Engineering Support team supports a growing number of partners and s – enterprises maintaining BC/DR in virtual environments. We provide time-zone optimized coverage throughout multiple global support centers.

Zerto Support Engineering team members are the “best of the best” supporting business-critical applications and services in a virtual BC/DR infrastructure.

Job Description

As a member of our Zerto Engineering Support, you will provide advanced technical support to our clients who are working to deploy and maintain Zerto solutions and related tools.

You will work closely both with our customers and the internal development/QA teams.

Responsibilities

Respond to escalated technical issues surrounding the Zerto platform, primarily by web portal, telephone and e-mail
Interfaces directly with customers at different stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution
Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting
Work directly with other technical support staff, quality assurance, development, and the Account Team to resolve problems
Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
Thoroughly documents all issues, develops and reviews content for knowledge base
Help test beta products, and pre-GA versions
Participate in on-call program

Requirements

Minimum of 3-5 years of experience in EnterpriseDatacenter software or SaaS solutions support
Knowledge of TCP/IP, DNS and other networking concepts.
Customer focused and team oriented.
General understanding of virtualized environments. Knowledge of VMware, AWS and Hyper-V desired.
Linux or UNIX administration skills & familiarity with the installation and configuration of Linux or UNIX operating systems & setup and operation of TCP/IP networking on Linux or UNIX systems
Understanding of storage sub systems.
Must have a passion for troubleshooting client problems and satisfying customer needs
Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic.
Excellent interpersonal skills
Excellent spoken and written English

Highly Preferred

Experience with virtualized environments (VMware,vSphere/MS Hyper-V, AWS)
VCP certification
Computer Science/other Engineering degree.
Work days: Monday – Friday.