Customer Experience Engineer

As a Customer Experience (Support) Engineer at Avere Systems, you will deliver a quality customer technical support experience. While your top priority will be to resolve technical field issues, the scope of the job spans many business functions.   If you are a self-starter, enjoy the start-up atmosphere, and would like to be a part of a successful growing company, then keep reading!

In addition to customer support, critical aspects of this position include product design, engineering, training, project management, and tools/systems development. A Customer Experience Engineer must possess a wide variety of skills and abilities that will be used daily to meet the exceptionally high standards of Avere Systems and its customers. A demonstrated ability to own and execute on cross-functional projects involving support, sales, engineering, marketing, product management, quality assurance, and technical writing.

Requirements and Responsibilities:

• Troubleshoot, reproduce, and resolve technical issues related to software and hardware.

• Document customer interactions and product defects to ensure proper reporting and improved product quality.

• Develope and deliver training materials to internal personnel and external customers and partners.

• Providing critical input into product design.

• Assist in release management as it relates to delivering solutions and enhancements to our growing customer base.

• Create and customize software-based tools to help troubleshoot and report customer issues.

• Excellent verbal and written communication skills

• UNIX/Linux and Microsoft Windows system administration and troubleshooting experience

Education and Experience:

• 3+ years experience in a technical support role

• Bachelor of Science in CS, EE, IS, or equivalent experience

• Understanding of file systems design and architecture, including NAS, SAN, RAID, etc.

• Understanding of directory protocols, including NIS, DNS, LDAP, etc.

• Scripting and coding experience, ideally bash shell, Python, and C++

• Experience in a 24/7 support role

• Software and hardware environment setup and testing

• Experience with protocol packet analysis

• Ethernet switching, routing, network design, and troubleshooting