Principal Premium Services Engineer

Seeking a Principal Premium Services Engineer to ensure customers have uninterrupted access to the critical performance data they rely on to operate and grow their businesses. This position requires a deep and broad technical skill set, requiring server and OS support, multi-tiered applications, virtualization, voice/video, cloud platforms, security, and big data.

• Collaborate with customers to troubleshoot and resolve complex network and product related issues
• Interface with internal world-class support, development, and SQA teams to identify and to resolve product issues and performance concerns
• Utilizing an extensive Knowledge Management database to research solutions and develop technical content such as tips, troubleshooting guides, and best practices.
• Provide guidance to customers on network management strategies and best practices
• Deliver high-quality, hands-on support

Requirements

• Bachelor’s Degree in Computer Science/Network Security related field or equivalent discipline
• 7+ years in network management supporting external enterprise customers
• 2+ years in high touch or managed customer support environment
• Proven expertise in customer relationship and management
• Experience in enterprise or service provider network management environments preferred.
• Experience working onsite at customer locations and cooperatively with HQ teams
• Demonstrated ability to identify and resolve complex network and systems issues
• Cisco Certification (CCNA minimum, CCNP preferred)
• Linux Certification (RHCSA or equivalent)
• Knowledge of Windows and Linux operating system environments
• Demonstrated ability to write clear technical documentation and contribute to internal knowledge bases.
• Strong attention to detail and the ability to manage multiple tasks simultaneously.
• Ability to travel up to 25%
• Project Management Certification (PMP) is preferred
• VMware Certification is a preferred
• Dell DOSD (Onsite Server Hardware Support) Certification is preferred

Gretchen Sheppard ~ [email protected] ~ 408-686-9450