Technical Support Engineer

Sheffield, England
Customer Success – Technical Support
Full-time
The Technical Support Engineer (TSE) is a critical role in WANdisco’s Customer Success Organization. The TSE will be responsible for remotely engaging with some of the largest global enterprise organizations to rapidly analyze, reproduce and resolve their technical problems. The ideal candidate will naturally seek ways to improve technologies or process and enjoy sharing their suggestions with others. 

Key Qualifications

    • 2+ years of experience in a Customer or Technical Support Role
    • Systems administration skills for Unix/Linux servers including OS installation
    • Prior experience working in a technology organization with file or object storage, IP networking, or Linux compute environments
    • Prior experience or working knowledge of data copy, data movement, replication, or disaster recovery solutions and well as VMware virtual machines and LDAP servers
    • Experience with working with Cloud Object Store such as AWS S3 
    • Knowledge of the Hadoop Ecosystem, Hive, HBase, Spark, Oozie, and Tez
    • An understanding of networking, both architectures and protocols
    • Ability to lay out a root cause analysis (RCA) documents, write test plans to reproduce customer problems, and to produce a solution design for planned work with customers
    • Technical certifications such as Cloudera, Hortonworks, Linux, AWS preferred
    • Proficient English language skills 

Description

    • Analyze, reproduce, and resolve customer problems of varying complexity across Big Data and Cloud environments, including Hadoop, Object Storage, AWS, Azure, Alibaba Cloud and others
    • Document problems and defects and improve support processes by creating new Knowledge Base articles, bulletins and advisories
    • Maintain SLAs and resolve time critical issues
    • Consult with customers over the phone and online
    • Deliver flexible 24/7/365 cover including weekend and out-of-hours support as part of a globally distributed support team

Education

    • Bachelor’s degree in Computer Science or relevant experience
WANdisco is the LiveData company that empowers enterprises to revolutionize their IT infrastructure with its groundbreaking distributed coordination engine (DConE) in the WANdisco Fusion platform, enabling companies to generate hyperscale economics with the same IT budget—across multiple development environments, data centers, and cloud providers. WANdisco Fusion powers hundreds of the Global 2000, including Cisco Systems, Allianz, AMD, Juniper, Morgan Stanley and more. With significant OEM relationships with IBM and Dell EMC and go-to-market partnerships with Amazon Web Services, Databricks, Cisco, Microsoft Azure, Google Cloud, Neudesic, Oracle, Alibaba and other industry titans –WANdisco is igniting a LiveData movement worldwide.