System Support Engineer SeaMicro
The System Support Engineer is a highly technical role, providing support for SeaMicro products deployed in the field. This engineer will work with extremely knowledgeable customers from the largest data centers, supporting their SeaMicro products and managing technical issues from initiation to resolution. The System Support Engineer will also be expected to perform duties associated with typical system administration within the SeaMicro context.
Drive customer satisfaction through rapid response and resolution of technical issues
Develop and maintain installation and configuration procedures
Research and recommend innovative, and where possible automated, approaches for system administration tasks.
Perform security audits against the SeaMicro system
Develop and deploy best practices for system monitoring
Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities.
Validate and qualify OSes (Linux & Windows) on the SeaMicro platform
Develop and maintain a virtualized testbed with Xen, KVM, ESX and Microsoft technologies
Perform some level of banchmarking of SeaMicro systems relative to conventional servers
Analyze non-functional equipment/software through remote access to identify problem areas and recommend corrective action
Troubleshoot complicated hardware and software issues, replicate customer environments and problems in the lab. Document customer related problems, and if necessary coordinate fixes by engineering department
Be a customer advocate for timely resolution of issues
Participate in cross-functional tasks such as new product development projects, support readiness teams, and other documentation activities
Authorize product returns through established company policy and guidelines
Aid in implementation of customer support processes, documentation, and call tracking system
Travel, as required on an exception basis, to customer sites for problem resolution
Requires a Bachelor?s Degree in a technical major or equivalent work experience with a minimum of 5+ years of technical support experience in the high-tech industry. The ability to work with customers under a variety of circumstances, and while under pressure, to meet or exceed customer expectations.
Demonstrated ability to take initiative in identifying and successfully resolving technical problems at customer sites via phone, email, and remote access
Ability to communicate effectively in both written and oral forms with customers, other support and development engineers, and management
Experience working with technically-savvy customers in large-scale data center deployments
Working knowledge and troubleshooting capability applicable to data center technologies including: OS tuning,
||Sunnyvale, CA |