Software Support Engineer

Graid Technology is transforming enterprise storage with SupremeRAID™—a GPU-accelerated, software-defined RAID solution designed to unlock NVMe SSD performance without consuming valuable CPU resources.

Headquartered in Silicon Valley with a global R&D presence, we build flexible, scalable, high-performance data protection solutions for mission-critical workloads. Join us in redefining enterprise storage and pushing the limits of high-performance computing.

Software Support Engineer

We are looking for a Software Support Engineer to provide enterprise-level technical support to our customers. The role involves diagnosing and troubleshooting software and hardware issues, communicating with customers, and working closely with internal teams to resolve technical problems.

Responsibilities

• Handle customer technical support cases via phone and email submissions.
• Diagnose, troubleshoot, and resolve software and hardware issues.
• Follow up with customers and ensure issues are fully resolved.
• Escalate complex issues to the appropriate internal teams.
• Support customer acceptance tests and PoC projects.
• Prepare technical documentation, reports, and user guides.
• Manage multiple support cases simultaneously.

Requirements:

1. Soft skills

• Attention to detail and good problem-solving skills.

• Excellent interpersonal skills.

• Strong problem-solving skills

• Excellent client-facing skills

• Good written and verbal communication.

2. Technical skill

• In-depth knowledge of Windows and Linux environments.

• Proficiency in remote desktop and helpdesk

3. Education

• Degree in Computer Science or Information Technology.

Graid Technology is an equal opportunity employer. We welcome applicants from diverse backgrounds and are excited to meet people who are passionate about building reliable systems at scale.