Technical Support Engineer, Level 1

Boston, MA, US

Job Description / Skills Required

Description

About us:

Zerto is the industry’s first hypervisor-based, virtual-aware, replication solution for tier-one applications. It closes a critical gap in cloud and enterprise business continuity and disaster recovery (BC/DR). Zerto Virtual Replication is 100% VM-aware and storage-array-agnostic, delivering the mobility and flexibility needed for virtualized infrastructure without compromising on the scalability and performance required for protecting federated production applications.
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, where he developed the industry-leading, storage-based replication solution for disaster recovery.

Zerto has closed over $130 million in VC funding, and is rapidly expanding its global presence and partner network. Zerto has dual headquarters in the United States and Israel.

Why work with our group:

Our cutting edge technology is changing the way companies protect and recover their virtual applications. With the expanding adoption of cloud and virtualized environments, the need to confidently protect these critical applications is growing daily.

Job Summary:

The Level 1 Technical Support Engineer is the initial point of contact for customer’s raising support issues, responding to telephone calls, email and case management problem tickets initiated by customers. This person will identify, research, and resolve problems within Level 1 support competency. The Level 1 Technical Support Engineer documents, tracks and monitors the problem to ensure a timely resolution, while having the knowledge of commonly used concepts, practices, and procedures. This person relies on instructions, pre-established guidelines and the knowledge-base to perform the function of the job. This person works under general supervision of the Team Lead.

Key Responsibilities:
Provides support to customers with a high degree of customer service, quality and technical expertise. Works diligently and efficiently to take calls from the queue to maintain an average time to answer within SLA. Collects debugging information as needed. Escalates issues outside of the scope of L1 to the L2 team.
Researches, resolves and responds to customer issues received via telephone, e-mail and web portal in accordance with current standards. Clearly documents technical issues within support incidents. Evaluates issues and resolutions for contribution to the Technical Support Knowledge-base
Provides timely follow-up to user questions according to established SLA’s
Acquires and maintains knowledge of existing and new products and services in order to provide accurate and efficient customer support.
Communicates issue status to customers in accordance with defined SLA’s

Qualifications:
Associate Degree in computer science or equivalent acumen to deliver superior customer service
Minimum 1-2 years technical support experience or technical knowledge
Excellent verbal and written communication skills as well as interpersonal skills with the ability to clearly communicate issues and problem resolutions to maintain excellent working relationships with customers and partners.
Customer focused and team oriented
Able to follow documented issue resolution procedures
Knowledge Windows Server OS and/or Linux
Understanding of Virtualization and storage sub systems is desired
General understanding LANs and WANs
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
Able to proactively and independently resolve issues, yet also function well within a team

Leadership:

A Level 1 Technical Support Engineer needs to take a leadership position in resolving customer issues. The Engineer is not a direct people leader, however the Engineer must involve and interact with others in support.

Problem Solving:

Problem solving is a critical skill for the Support Engineer. The Engineer must be able to listen attentively to the customer, ask probing questions, determine minimum data set of information required, analyze information and synthesize it into a resolution plan. It is equally important for the Level 1 Engineer to know when an issue is beyond their capability and elevate the issue to Level 2 Support.

Interpersonal Skills:

A Technical Support Engineer is a customer facing position. Being such, the individual must possess strong written and oral skills in addition to their technical skills.