Senior Technical Support Engineer -Premium Customers

Chelmsford, MA, US

Job Description / Skills Required

Overview:

The Customer Support organization of Mellanox Technologies is seeking a customer­-focused technology professional to be a Premium Sr. Technical Support Engineer for our enterprise customers. In this role, you will engage with customers to technically accompany their environmental solutions and address any of their technical affairs. As Premium Technical Support Engineer, you will serve as a trusted adviser to customers by helping them achieve better utilization with our solutions and maximize the value they get from Mellanox products.

Responsibilities:

Work as customer technical expert, work to sharpen customer solutions and solve their technical challenges
Debug SW and HW issues and provide solutions to customer
Report, escalate, replicate and manage resolution of customer’s problems
Communicate between engineering, technical Support, and the customer when critical product issues need to be escalated
Maintain technical expertise and knowledge about new Mellanox products
Manage account activities and align Mellanox activities to the customer's business case and strategy
Educate the customer on core key principles for a sustainable configuration
Site visits and conference calls with customers and partners
Develop and refine internal support processes to improve support efficiency and productivity
Qualifications:

B.S. Computer Engineering/Software Engineering/Electrical Engineering – Required
5+ years in providing (tier-3) in-depth Customer Support and troubleshooting for hardware and software products – Required
Strong software experience – Required
Theoretical knowledge and troubleshooting skills with L2/L3 Ethernet networks – Preferred
Minimum of three years’ computer software development. Knowledge of Linux kernel and Drivers development – Preferred
Experience in account management – Preferred
Ability to troubleshoot problems, research and root cause technical issues
Demonstrated ability to handle and resolve critical customer support escalations
Experience dealing with large customers and complex technical support issues
Good understanding of technical support and professional services processes and workflows
Excellent presentation skills
Excellent verbal and written interpersonal skills – positive customer-centric attitude
Excellent time management skills and the ability to prioritize workload