Technical Support Engineer (Linux)

Technical Support Engineer, Northamptonshire
A fantastic opportunity has arisen for Technical Support Engineers to provide software and hardware support for global customers. You will be resolving highly complex issues in a wide variety of technical environments. You will need to possess excellent problem solving skills, be an excellent communicator both verbally as well as in writing, have excellent customer relation skills and you must be able to coach and motivate team members.
Job Duties:
• Answer technical support requests from customers and partners on Software, Hardware and automation products
• Provide remote technical support on these products and resolve highly complex issues in a wide variety of technical environments
• Gather problem descriptions, log files, configuration data, and analyse them in order to determine root cause and find solutions
• Demonstrate superior technical skills in the analysis of customer problems
• Get appropriate resources involved to find a quick resolution
• Communicate with Product Sustaining and Development teams and escalate support issues as needed
• Act as liaison between Customers and Engineering to correct design functionality issues
• Continuously communicate troubleshooting and resolution finding efforts to customers
• Ensure customers are satisfied and can be utilized as a positive reference for the client
• Create, review, edit and manage troubleshooting and problem solution information in the CRM call handling system and the corporate knowledge database
• Participate in product development programs to ensure the inclusion of service support requirements
• Support beta and pre-release field evaluations of new products or product enhancements
• Provide input to engineering on serviceability of new products
• Work independently in a fast paced customer service environment without requiring immediate supervision
• Provide training on advanced technical issues to other team members

Job Requirements:
• Relevant experience in a customer service technical support role
• Advanced Linux/Unix system administration and troubleshooting skills on multiple Linux/Unix platforms
• Advanced Microsoft Windows system administration and troubleshooting skills.
• VMware skills are a plus
• Solid understanding of file system concepts (ufs, NTFS, etc), metadata, and network protocols (nfs, SMB, CIFS, etc).
• Familiarity with backup applications like NetBackup, CommVault, IBM TSM
• Ability to read C source code to understand product design and functionality for troubleshooting purposes
• Ability to analyze core and memory dumps
• Proficient with debugging tools like kdb, gdb, etc.
• Proficient with Shell Scripting and Shell utilities (vi, grep, awk, sed, find, etc).
• Superior knowledge of fibre channel, iSCSI and SCSI technology, networking and SAN.
• Familiarity with FC and LAN switches
• Superior troubleshooting skills
• Excellent organizational skills
• Ability to understand customer needs, to “read” the customer and adapt behavior/approach accordingly
• Ability to multi-task between several critical customer situations at the same time
• Ability to work independently, as well as contributing as a team player
• Evidence of personal and professional energy and excellence
• Ability to communicate fluently in English both verbally and written
• Fluency in a second language (French or German) would be highly desirable for this opportunity.

The roles are based in Northamptonshire and will involve 12 hour shifts on Saturdays, Sundays and Mondays.