Technical Support Engineer I Dorado Software

Dorado Software, Inc. is the market leader in infrastructure configuration management for heterogeneous environments. Dorado gives IT teams the power to view, deploy, configure and control their network resources via a single solution, offering an economical and efficient alternative to the multiple disparate systems traditionally used to manage networks.

Responsibilities include:
The candidate will be responsible for the support of internal and external customers for the entire suite of Dorado's Redcell products.

Provide phone and web based software support for the Redcell Product Suite
Analyze complex technical issues and provide clear, concise and comprehensive resolutions
Analyze log output and make recommendations based on analysis
Hands on configuration of routers, switches, firewalls and Solaris, Linux, and Windows based servers
Log customer issues, bugs and enhancements in Dorado's defect tracking system
Provide Software and Licenses to end user base
Work closely with Engineering, Quality Assurance and Product Management in the delivery of world class support and services
Adhere to Dorado process, standards and integrity in service provided
Provide after hours support coverage for external customers

Experience:
Detailed Solaris, Windows and Linux operating systems knowledge
Oracle and MySQL database administration knowledge
Network hardware experience with Cisco, Juniper, Riverstone or Dell
IP Networking concepts (LANs, WANs, VPNs, etc)
Java based application support
Education:

BS/MS in Computer Science or Electrical Engineering

Required Skills:

Strong oral and written communication skills
Ability to effectively function in a fast paced and mission critical environment
Ability to troubleshoot and rectify system, database and application level issues
Understanding of network protocols TCP, UDP and SNMP
Willingness and ability to rapidly learn new technologies and tool sets
Excellent problem solving skills

Desired Skills:

Prior software technical support experience
Prior experience with network management software solutions
Prior experience working with defect tracking system
Prior experience with network packet capture tools

Location:	Folsom, CA United States
Employment Type:	Full Time