##### Job Description :
The role of Support Engineer is critical at Skytap, consisting of front-line
customer support. This position is primarily responsible for supporting
existing customers to ensure their continued success with Skytap. We do
whatever it takes to make that happen: this includes fielding cases by email,
phone call, and screen sharing. While our primary role is post-sales customer
success, we also work with the pre-sales teams to onboard new customers, and
get them settled into our amazing, unique product.
Case topics range greatly in variety: any Operating System that can be
virtualized and run in VMware or IBM Power platform can run in Skytap. The
onus is on us to not only prove that an issue a customer may be experiencing
is not related to a Skytap problem, but to also go above and beyond to ensure
that issue is resolved. Thus, you may be a Linux expert today, and a Windows
expert tomorrow. The possibilities are truly endless!
The role provides a wide variety of challenges, new and exciting things to
learn and problems to solve every day!
##### **Requirements and Expectations:**
* Be familiar with both Microsoft and Linux Operating Systems
* Understand Virtualization, and how it can be used to address end-user challenges
* Be familiar with VMware Virtualization technologies
* Learn to assist customers with building multi-tier and other complex environments in Skytap
* Work closely with the sales team to ensure customer success and satisfaction
* Provide front-line customer support via email, screen sharing, and phone calls
* Write technical documents and solutions guides
##### **Professional experience and strengths to be successful in this role:**
* Extensive exposure to Windows Desktop / Server and/or Linux Operating systems
* Mac OS X desktop and application experience
* Experience using VMware or other virtualization technologies
* Experience with IBM Power Systems a plus
* Baseline understanding of application-level networking (Layer 3 and above)
* Ability to debug customer problems at the Linux and Windows admin levels (Windows Domains, use of command line tools, etc)
* Excellent written, verbal, and interpersonal skills
* Ability to problem solve solo, as well as ability to function within a tight-knit group
* Excellent project planning and time management skills
* Must be maniacal about customer success
* Drive and execution towards successful outcomes for customers and ensuring complete satisfaction
* Off hours on/call work required each month
* Knowledge/experience with at least one scripting language (Python, Ruby, etc) is a plus
* Experience in post-sales, customer support, or pre-sales role is a plus
