Quest Software Looking for at Remote

Quest Software; United States; Remote; USD 60,000 - 110,000; Full time

Job summary

An established industry player is seeking a Senior Enterprise Technical Support Engineer to join their award-winning team. In this role, you will provide world-class technical support for the Foglight Product, interacting with global colleagues and advocating for customers. Your expertise in troubleshooting database technologies and cloud environments will be key as you work independently to resolve complex issues. This innovative firm values its people and offers an extensive benefits package, creating a collaborative environment where your contributions make a real impact. If you're passionate about technology and customer service, this opportunity is perfect for you.

Benefits

Health and wellness programs

Career development opportunities

Collaborative work environment

Rewarding employee recognition

Qualifications

• 2+ years in a Global Technical Support role with strong troubleshooting skills.
• Experience with database technologies and cloud environments is essential.

Responsibilities

• Own customers’ technical issues end to end and resolve escalated issues.
• Document customer details in Salesforce and create knowledgebase articles.

Skills

Troubleshooting Database technologies

Java-based software analysis

Cloud environments (AWS, Azure, GCP)

Container technologies (Docker, Kubernetes)

Virtualization Software (VMware, Hyper-V)

Windows/Unix/Linux administration

Command line queries (Bash, PowerShell, SQL)

Salesforce.com

Job description

Overview:
Quest is an award-winning IT management software provider offering a broad selection of solutions that solve some of the most common and most challenging IT problems. Since 1987, we’ve been reducing the time and money our customers spend on IT administration, so they can invest more on business innovation. With more than 100,000 customers in 100 countries, we emphasize innovation, strong community with customers and partners, and ongoing support throughout our customers’ journey.

If you are passionate about delivering a world-class standard of technical support to our customers, this role is for you! Do you have stellar customer service skills? Do you love to solve complex technical problems? If so, join our award-winning Technical Support team and work directly with your global colleagues, Product managers, and R&D. As a Senior Enterprise Technical Support Engineer, you will become a one-stop-shop for our customers working with our Foglight Product. In Quest, our people are the most critical component for our long-term success which is why we have created an extensive benefits package for all team members.

Responsibilities:

• You will own customers’ technical issues end to end giving you the opportunity to increase your technical knowledge as you learn from other teams.
• You will be the trusted advisor/customer advocate as you interact with other teams (i.e., global support teams, Product Mgmt., R&D) to bring escalated issues to resolution.
• As a successful Support Engineer, you will be able to work independently to test and debug customer issues in lab environments.
• As a Senior engineer, you may need to mentor/train junior members of the team.
• Document all customer/case details in Salesforce Service Cloud.
• Create knowledgebase articles from resolved issues for future use by customers and internal personnel.
• You will be responsible for providing after-hours support as part of an on-call rotation.

Qualifications:

• Excellent practical experience with troubleshooting Database technologies (e.g., SQL Server, Oracle, DB2).
• Excellent troubleshooting and analytical skills with Java-based software and able to analyze Java type logs and thread dumps.
• Good knowledge and troubleshooting of different cloud environments such as AWS, Azure, and GCP.
• Basic knowledge of container technologies such as Docker and Kubernetes.
• Good knowledge of Virtualization Software (including installing/managing/monitoring and troubleshooting either VMware or Hyper-V environments).
• Sound Windows and/or Unix/Linux administration and platforms skills.
• Good working knowledge of command line queries like Bash/PowerShell/Dos and SQL.
• Minimum 2 years’ experience in a fast-paced Global Technical Support role.
• You must be an independent, self-motivated team player with people-oriented skills.
• You must be able to work under pressure assisting customers to resolve their issues effectively and efficiently.
• ‘Can Do’ attitude with demonstrated willingness to learn new technologies.

Preferences:

• Experience with Salesforce.com.

Company Description:

At Quest, we create and manage the software that makes the benefits of new technology real. Companies turn to us to manage, modernize, and secure their business, from on-prem to in-cloud, from the heart of the network to the vulnerable endpoints. From complex challenges like Active Directory management and Office 365 migration to database and systems management, to redefining security, and hundreds of needs in between, we help you conquer your next challenge now.

We’re not the company that makes big promises. We’re the company that fulfills them.

We’re Quest: Where Next Meets Now.

Why work with us!

Life at Quest means collaborating with dedicated professionals with a passion for technology. When we see something that could be improved, we get to work inventing the solution. Our people demonstrate our winning culture through positive and meaningful relationships. We invest in our people and offer a series of programs that enable them to pursue a career that fulfills their potential. Our team members’ health and wellness are our priority as well as rewarding them for their hard work.

Quest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

Come join us. For more information, visit us on the web at http://www.quest.com/careers.