Global Support IT Engineer in San Jose, CA at Volt

Date Posted: 11/2/2018

Job Snapshot

  • Employee Type:
    Direct Hire
  • Location:
    San Jose, CA
  • Duration:
  • Date Posted:
  • Job ID:
  • Pay Rate
    $100000.0 - $150000.0/Year
  • Contact Name
    Volt Branch
  • Phone

Job Description

Global Support Engineer (San Jose)

San Jose, CA

Company Overview

Client is the leading innovator in real-time detection of in-progress cyber attacks. The company X-series breach detection platform continuously monitors network traffic to automatically detect any phase of an ongoing cyber attack. Client recently won the Best of Black Hat Award for “Most Innovative Emerging Company”

Our culture is centered around two core values – putting customers first and acting with integrity. At our company, we love to solve hard problems and embrace people who relish that.  We also love people who are passionate, irreverent and focus on delivering results.

If you care about building great products that solve real customer needs, like to stretch, do not take no for an answer and are great to work with, this is your home.

Position Overview

MUST HAVE LINUX ADMIN and Support experience.

For this role you should be a leading Support engineer, experienced in technical support of complex technologies in challenging international environments.  As part of the Support team you will be responsible for ensuring that the customer experience remains positive.  Joining the organization at this time will allow you to develop the dynamics which will shape the global support organization.

You are expected to be different from the norm, to excel in your field and be willing to share your experiences with the global organization.  You are expected to challenge the status quo.

Successful applicants are expected to be self-motivated to work independently and as part of a global Engineering team.  Applicants should have direct experience supporting international customers in varying cultures.

Responsibilities Include:

* Engaging with both customers and the Sales organization through email, telephone and remote management sessions (e.g. WebEx, Zoom, GotoMeeting).

* Engaging with Engineering teams to provide prompt and high-quality workarounds and solutions.

* Developing Support processes, tools and documentation to further grow the Support organization.

* Developing customer-facing content (e.g. knowledge-base, how-to guides).

* Limited (infrequent) on-call/out-of-hours support for weekends/national holidays.

Required Experience:

* Strong experience supporting an international customer base.

* Extensive experience in diagnosis and resolution of complex customer issues.

* Commitment to correct and complete use of ticketing systems.

* Expertise in Linux-based systems, their management, operation and application stacks.

* Good understanding of current security technologies and risks.

* Excellent understanding of TCP/IP network protocol suite including packet capture analysis.

* Basic understanding of SQL and non-SQL databases.

* Able to work as part of a geographically dispersed global Support team.

* Initiative to resolve issues as they become apparent.

* Initiative to do what is required to resolve customer issues in a future proof manner.

* Excellent team player

Desired Experience:

* Scripting/programming, especially in Python and the bash shell.

* Design of enterprise and data-center networks.

* Proactively identify problem areas and be responsible for driving their resolution.

* Good understanding of SQL and non-SQL databases.

* Good understanding of Linux (specifically Ubuntu) package management systems.

* Understanding of Model-View-Controller systems.

Working hours: Client is a start-up requiring dedication to resolving customer issues, offering a great deal of working flexibility in return.

Travel: Rare travel 1-3 times a year, automatic visa/ESTA preferred.

Client offers an attractive competitive benefits package for qualified candidates. 

*Volt is an Equal Opportunity Employer*