Job Description / Skills Required
The Technical Support organization of Mellanox Technologies is seeking a customer-focused network technology professional to be our Senior Technical Support Engineer for Premium Enterprise customers (very high-profile companies). In this role, you will engage with customers to technically address any technical challenges concerning Mellanox products/solutions. As the Senior Technical Support Engineer, you will serve as a trusted adviser to our most important customers by helping them achieve better utilization with our interconnect solutions and maximize the value they get from Mellanox products.
*This role is preferred to be located in our Chelmsford, MA office however it could also be located in our Austin, TX or New York, NY offices with regular travel to Chelmsford, MA as needed.
Work as the customer technical expert on solutions and solve any technical challenges related to Mellanox products
Debug Software and Hardware issues and provide solutions to the customer
Report, escalate, and manage resolution of customer’s problems; reproduce in lab environment
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 and ensure any product updates/new releases are matched 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 required
Develop and refine internal support processes to improve support efficiency and productivity
B.S. Computer Engineering/Software Engineering/Electrical Engineering – Required
4+ years work experience (tier-3) with in-depth system-level capability to troubleshoot both hardware and software products – Required
Knowledge and work experience troubleshooting L2/L3 Ethernet protocols – Required
Excellent Linux and/or Unix system administration skills in data-center environments – Required
Software development or familiarity with development processes – Preferred
Experience in account management – Preferred
Ability to troubleshoot problems, research and identify root cause technical issues
Demonstrated ability to handle and resolve critical customer support escalations
Experience dealing with large customers (Preferred) working on complex technical support issues
Good understanding of technical support and professional services processes and workflows
Excellent presentation as well as written, verbal, and interpersonal skills with a positive customer-centric attitude
Excellent time management skills and the ability to prioritize workload
Ability to travel as needed (minimum 20%)
Mellanox Technologies was founded in 1999 and has headquarters in Sunnyvale, CA and Yokneam, Israel. We are a leading supplier of innovative end-to-end InfiniBand and Ethernet connectivity solutions and services for servers and storage. We offer market-leading solutions that include adapter cards, switches, cables and software to support InfiniBand and Ethernet networking technologies. Our products optimize data center performance and deliver industry-leading bandwidth and scalability. In addition, we serve a wide range of markets including high performance computing, enterprise, data centers, cloud computing, big data and Web 2.0. We are constantly reinventing ourselves to stay ahead of the market and bring game-changing products and services to the industry.
Mellanox is an incubator for talent. We are a strong believer in developing our people and giving them the tools to succeed. We have a very competitive compensation package as well as frequent internal product training to keep people updated on new technologies. We are a fast growing company with a positive energy that comes from our team members' internal drive to develop, market, sell and support cutting-edge products and services. Mellanox often promotes from within and there's a sense of family that comes from the top down. We are committed to the community and donate 1% of our annual profit to charity as well as participate in green initiatives to reduce our carbon footprint.
Mellanox Technologies offers a competitive benefits program including medical, dental and vision insurance, 3-weeks’ vacation, 10-paid holidays, sick leave, x2 annual salary Life Insurance/AD&D, 401K with company contribution, ESPP, and Stock (RSUs). At Mellanox, the work of each individual makes an impact on the success of our company. If you are looking for a rewarding career, talented colleagues and a great environment where you can challenge yourself, grow and lead, Mellanox is the right place for you.
Equal Employment Opportunity
Mellanox is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, national origin, ancestry, sex, gender, pregnancy, childbirth or related medical condition, religious creed, physical disability, mental disability, age, medical condition, marital status, sexual orientation, veteran status, genetic characteristics, gender identity/expression, or any other characteristics protected by federal, state or local law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and all other terms and conditions of employment. If you need assistance to perform your job duties because of a physical or mental condition, please let our Human Resources department know.