Customer Service Engineer II (X964)

Customer Service Engineer II (X964)

12 Jul
|
Superna
|
Ottawa

12 Jul

Superna

Ottawa

Were a fast growing storage management and security solution provider that is closely partnered with Dell EMC, the largest storage solution provider in the world. We offer YOU the opportunity build your career at Superna! Superna has completed an independent organizational health survey conducted by Entromy and ranked in the top quartile for eNPS (employee net promoter score) with over 200+ Entromy F500 customers.



Come join us to see why our employees rank Superna as a great place to work. Modern Tech Stack: Our tech stack leverages many cutting-edge development tools and targets without getting distracted by every shiny new library. We develop microservices leveraging Kafka, Docker, ReactJS, GraphQL, Ansible, Hadoop, Spark,

Hbase and others in an up-to-date and maintained VS Code environment.



Developers at Superna implement enterprise grade software targeted at Amazon Web Services using cloud formation, Microsoft Azure, Google Cloud Platform, and on-premise targets. We do pretty well on The Joel Test too.



Opportunity for advancement: Superna is continuing to grow, and with growth comes ample opportunity to advance in seniority while continuing to be mentored by those who've been down the path before. Location and work-life balance: Superna's hybrid location model allows YOU to choose if you want to work in our offices in Ottawa, remotely, or whatever combination of those locations suits you. We understand that work-life balance is important to everyone's long-term productivity, health, and happiness.



About This Role Supernas customers are situated around the world and as such you will occasionally be called on to support customers in different time zones - flexible working hours are mandatory. On call pager for rotation on evenings and weekends required.



Role:

Assist customers with issues arising from new and existing Superna Eyeglass deployments. Tasks and Responsibilities: You will work as part of a dynamic team working with one or more team members of Superna. Responsibilities include but are not limited to the following: Respond to customer requests for support within prescribed SLA; Provide written support response Schedule and attend virtual calls with customer for issue troubleshooting Respond to customer requests for support following published support processes; Review and understand support policies and procedures Pass support process test on bi-yearly internal test Detailed product knowledge and documentation knowledge to support customers expected use of software Review level 1 team members responses are consistent with product documentation and feature use cases Detailed use case assessment of customer cases Reading customer requests and translating to the correct product or product feature best suited to address customers request Correct customers incorrect use of the product features when they are using the product in a manner it was not designed to support Host Failover support process calls with customers and handle any objections to our support process to ensure customer responsibilities are understood by providing examples of why our support limits certain tasks.



Ensure customer temperature is understood throughout to avoid customer escalations and manage customers reactions to de-escalate through direct examples of why our policies limit our involvement in customer failover exercises. Test and document product use cases and features as requested by product management team Document special use cases to advance knowledge and validate special use cases for product use by customers Maintain the highest level of support process knowledge, internal process knowledge and ensure level 1 team members are following processes correctly by reviewing case responses, monitoring internal chat and stepping in as required to ensure all processes are followed by all team members and customers receive consistent support responses. Maintain architectural knowledge on product components and interworking of modules, VMs , processes.



Understand data flows ,

API usage dependencies and interview container or VM dependencies for key features to function correctly Understand diagnostic logging of each product in detail Understand diagnostic tools capabilities Support level 1 team members to gain understanding of the above as needed through one on one discussions or through group chat Create documentation that will assist team members with issue resolution; Monitoring and maintaining Online Training environment. Assist Installation and Services team with issues during service delivery Flexible working hours based on global support requirements. Things



You Should Have 2-3 years related technical experience; Hands on experience with Linux, command line, networking setup (IP, DNS, NTP); Hands on experience with Windows server and client operating systems; Knowledge of virtualization in VMware environments and virtual machine deployment; Knowledge of NAS systems, NFS, CIFS, Active Directory,

TCP/IP configuration networking and routing and name resolution (host-file and DNS) or experience with file-based storage and storage networking will be required Excellent oral & written communication skills in English; excellent customer service skills Excellent troubleshooting and decision making skills for escalated customer cases, and applying support process correctly to cases AWS certification is a strong asset Intermediate Understanding Linux DNS AD DFS NAS NFS, CIFs Windows Docker HDFS



About Us Superna delivers disaster recovery orchestration, security, root cause analytics and configuration management solutions for file storage systems. Customers use the Superna Eyeglass portfolio of solutions to shrink unplanned downtime, protect and secure business critical data, enable continuous operations and simplify administration of Scale



Out NAS.

Superna has had a core focus on the storage and security markets since 2008. The company's worldwide customer base for Superna Eyeglass includes enterprises in healthcare, finance, insurance, government, retail, energy, media, manufacturing, telecommunications and education.



Superna is based in Ottawa (CA), Atlanta (US), Romania, Singapore and Spain. Superna values diversity and is an equal opportunity employer. We offer an inclusive work environment and as such accommodations are available upon request for any candidate during the recruitment & selection process.



We sincerely thank all applicants for their interest; however, will only contact those under consideration.

The original job offer can be found in Kit Job:
https://www.kitjob.ca/job/32232031/customer-service-engineer-x964-ottawa/?utm_source=html

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