Technical Support Engineer

Beijing, CN

Job Description / Skills Required

The Customer Support organization of Mellanox Technologies is seeking a customer­-focused technology professional to be a Premium Technical Support Engineer for our enterprise customers in Asia. 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

Manage account activities and align Mellanox activities to the customer's business case and strategy
Tier 3 end-to-end technical support
Develop and present technical comprehensive solutions to customer’s problems and leading complex installations
Report, escalate, replicate and manage resolution of customers problems
Communicate between engineering, technical Support, and the customer when critical product issues need to be escalated
Educate the customer on core key principles for a sustainable configuration
Site visits and conference calls with customers and partners
Maintain technical expertise and knowledge about new Mellanox products
Qualifications

Highly proficient in both spoken and written English
Bachelor's degree, preferably in software or hardware engineering
4-6 years of account management or technical customer service experience
Experience dealing with large customers and complex technical support issues
Demonstrated ability to manage critical customer support escalations
Good understanding of technical support and professional services processes and workflows
Ability to troubleshoot problems, research and root cause technical issues
Theoretical and practical Knowledge as well as troubleshooting experience with L2/L3 Ethernet network protocols
Excellent Linux and/or Unix system administration skills in data-center environments
Knowledge and practical experience with Cloud application and implementations
Knowledge and practical experience with storage and virtualization fundamentals
Excellent presentation skills
Excellent verbal and written interpersonal skills – positive customer-centric attitude
Excellent time management skills and the ability to prioritize your workload