Technical Customer Engineer
We are looking for a Technical Customer Engineer who will help us elevate our World Class Customer Engineering team, which has won the prestigious Stevie Award for eleven consecutive years, drive excellent customer service, and support DataCore‘s software solutions, ensuring alignment between the technical solutions and the business needs.
The role of the Technical Customer Engineer is varied covering both software and hardware skillsets across storage technologies as well as server maintenance and network configuration. The successful candidate duties will include configuration, testing, 1st through to 2nd level support, and occasional customer training.
This position will be in the United Kingdom, based out of our Cardiff office. It requires an engineer who has technical skills, inspires and interfaces well with the team, and has a very sound understanding of what the business/the customer wants, and by extension, the DataCore ONE Vision.
Duties:
- Work on customer projects, such as upgrade planning, delivery and reporting
- Help develop service procedures, policies, and standards
- Manage customer issues and follow problems through to resolution
- Keep accurate records and document customer service actions and discussions
- Document procedures for all storage policies, procedures, and guidelines
- Upgrade on-prem systems as required for enhanced functionality and issue resolution
- Be available for conversations on weekends and/or bank holidays should an escalation arise
- Occasionally support sales and marketing with onsite presence at trade shows
- Awareness of storage technologies eg RAID SAN/NAS/Object storage is preferred.
- Experience working with customers and customer support platforms is advantageous
- Excellent communication skills, organisational, interpersonal verbal and written
- Driven to get results and achieve goals while maintaining top level integrity and a strong work ethic
- Flexibility to work in a fast-paced environment
- Team player, maintain a positive and collaborative culture
- Ability to think strategically with strong problem solving and debugging skills
- Excellent customer service orientation, creative approach to problem solving
- Strong troubleshooting and multi-tasking skills
- Ability to travel for customer onsite operations, onsite meetings, demos and for international exhibitions and customers
Education / Experience:
- 2-5 years’ experience
- Degree in computer science, software engineering, Information Technology or equivalent related experience
- Previous experience as a customer support engineer is preferred
- Exposure to Windows/Linux installs, configuration, and administration
- A basic knowledge of network infrastructure, services, and toolsets
- Additional European language is a plus
- Apart from core office hours, he/she shares in an on-call rotation for support coverage which includes weekends and holidays
- Must be willing to travel & work evenings, overnights, weekends, holidays with little notice
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and/or move up to 25 KG (such as but not limited to, racking servers into racks).
DataCore Software is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.