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Support Engineers

5.00 to 10.00 Years   Hyderabad   01 Dec, 2020
XIUS
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software,Technical Support / Helpdesk
EmploymentTypeFull-time

Job Description

  • Minimum 5 years of experience of supporting Linux systems in enterprise environments
  • Senior Level Linux Professional LPIC-3 (or equivalent) certification or experience
  • Extensive experience with OpenStack, virtualization and other Cloud technologies
  • Automated Linux provisioning and advanced configuration
  • Advanced system administration tasks (auditing, monitoring, logging, performance tuning, capacity planning, etc.)
  • Advanced troubleshooting (up to core dump analysis and kernel dump analysis desirable)
  • Demonstrable expertise in one or more of the following areas:
    • Advanced storage (RAID, LVM, SAN, file system tuning, etc.)
    • Advanced networking (bonding, firewalling, bridging, switching, network file system tuning, etc.)
    • Clustering, cloud computing (provisioning, monitoring, orchestration, etc.)
    • Linux integration with other environments (authentication/directory services, network file systems, etc.)
    • Open Source software development
  • Development level and troubleshooting experience with Bash, C and Python
  • Ability to manage multiple issues and projects while maintaining a high level of detail
  • Experience managing customer relationship: consulting, account management, or direct support
  • Strong networking and social skills, good relationship building abilities, process driven, able to manage multiple work streams, good prioritization, independent
  • Ability to learn quickly, thrive on change and handle the pressure of a customer and partner facing role, meeting delivery goals and timelines
Job description
  • Take ownership of new support cases via telephone, email and Web
  • Qualify a customer inquiry by collecting the relevant facts
  • Investigate issues reported by customers by doing own research and involving others on the team as necessary
  • On-site customer support working to resolve complex customer problems related to OpenStack technologies
  • Manage support escalations and issue prioritisation, acting internally as a customer advocate
  • Act as the named, dedicated contact for support issues for the customer
  • Participate in regular calls with customer to discuss project direction
  • Liaise within various engineering teams to triage and resolve customer issues
  • Ensure that each support case is handled as per our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling commitments
  • Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems
  • Contribute findings to a common knowledge base and keep it up to date
  • Gain subject matter expertise in one or more domains
,

Keyskills :
troubleshootingnetworkinglanoperating systemsswitchesopen source softwaresubject matter expertiseopen sourcefile systemfile systemsservice levelknowledge basecloud computingcustomer supportcapacity planningproject directionaccount manageme

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