Support Engineer

This candidate will be responsible for providing day-to-day technical support on all OneCloud Products in a 24×7 environment. This individual will spend a majority of their time in contact with customers and also in the lab emulating customer problems. This position requires daily interaction with internal OneCloud personnel in an effort to quickly resolve technical product issues. Primary Responsibilities Specific assignments may include the following: Maintain customer case tracking system (Desk.com) with required information as customer calls/emails are handled. This includes updating case information in the database daily. Provide technical support to remote customer sites via telephone, email and/or screen-share access (GTM, RingCentral). Troubleshoot remote customer networks to quickly resolve issues and minimize any downtime or failure conditions. Utilize the lab in an effort to recreate and resolve customer issues (bugs). This includes the writing of detailed bug reports within the OneCloud Engineering JIRA Database. Verify and test new hardware/software per specific customer requirements. Create documentation and action plans for system upgrades and troubleshooting projects. Develop expertise in specific areas (i.e. technology, product). Transfer this skill in order to educate colleagues and/or customers via presentations or documentation (technical tips, etc…). Work closely with customer operations personnel and OneCloud Sales, Engineering and Management personnel. Provide after-hours technical support on a rotational schedule. Participate in status meetings and reviews as required. Perform approx. 10-15% travel to OneCloud customer locations. Qualifications BS in Engineering/Computer Science and/or equivalent experience 3-6 years experience in the networking/computer industry Experience with troubleshooting enterprise virtual appliances in VMware/Hyper-V environments Strong knowledge of IP protocol including ARP, ICMP, TCP, UDP, IPSEC and SNMP, etc… Good understanding of related TCP based enterprise applications such as SharePoint, Active Directory, Microsoft Exchange, DNS and various Backup/Replication software. Knowledge of Amazon Web Services (S3,EC2,VPC) and troubleshooting cloud instances Knowledge of UNIX/Linux (Redhat, FreeBSD, etc…) Operating Systems. Strong analytical, problem solving and organizational skills Knowledge of configuring routers and firewall (Cisco, Juniper, etc…) Experience with Ethernet analyzers (Wireshark), WAN simulators and traffic generators. Strong written and verbal communication skills To apply for this job please email your details to jobs@onecloudsoftware.com