Quest Software Looking for Senior Technical Support Engineer at Remote

Quest Software; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

An innovative IT management software provider seeks a Senior Enterprise Technical Support Engineer to join their award-winning team. In this role, you will be the go-to expert for customers using the Foglight Product, providing top-notch technical support and troubleshooting complex issues. You'll collaborate with global teams, enhance your technical knowledge, and contribute to the creation of valuable knowledgebase articles. This position offers a unique opportunity to grow in a dynamic environment while being supported by a comprehensive benefits package. If you thrive in a fast-paced setting and are passionate about customer service, this role is perfect for you.

Qualifications

• 4+ years in Global Technical Support with strong troubleshooting skills.
• Experience with virtualization, cloud environments, and database technologies.

Responsibilities

• Own and resolve customer technical issues end to end.
• Mentor junior team members and document case details.
• Provide after-hours support as part of on-call rotation.

Skills

Virtualisation Software

AWS

Azure

GCP

Docker

Kubernetes

SQL Server

Oracle

DB2

Java troubleshooting

Windows administration

Unix/Linux administration

Bash

PowerShell

SQL

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:

1. You will own customers’ technical issues end to end giving you the opportunity to increase your technical knowledge as you learn from other teams.
2. 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.
3. As a successful Support Engineer you will be able to work independently to test and debug customer issues in lab environments.
4. As a Senior engineer, you may need to mentor/train junior members of the team.
5. Document all customer/case details in Support case tracking system.
6. Create knowledgebase articles from resolved issues for future use by customers and internal personnel.
7. You will be responsible for providing after-hours support as part of an on-call rotation.

Qualifications:

1. Excellent knowledge of Virtualisation Software (including installing/Managing/monitoring and troubleshooting either VMware or Hyper-V environments).
2. Good Knowledge and troubleshooting of different cloud environments such as AWS, Azure and GCP.
3. Basic knowledge of container technologies such as Docker and Kubernetes.
4. Good practical experience with trouble-shooting Database technologies e.g. SQL Server, Oracle, DB2.
5. Excellent troubleshooting and analytical skills with Java based software and able to analyse Java type logs and thread dumps.
6. Sound Windows and / or Unix/Linux administration and platforms skills.
7. Good working knowledge of command line queries like Bash/PowerShell/Dos and SQL.
8. Minimum 4 years’ experience in a fast-paced Global Technical Support role.
9. You must be an independent, self-motivated team player with people-oriented skills.
10. You must be able to work under pressure assisting customers to resolve their issues effectively and efficiently.
11. ‘Can Do’ attitude with demonstrated willingness to learn new technologies.