Katy seeks Senior Client Support Engineer

Our client is seeking a highly motivated, self-directed individual to join our customer support team as a Senior Support Engineer. In this role you will provide advanced support to customers dealing with complex issues. In addition to providing world-class support to our customers, you will be a subject matter expert and mentor to the front-line support group.

A deep desire to provide excellent customer service coupled with a strong (and broad) technical background will be imperative to succeed at this position.

Job responsibilities include but are not limited to:
• Field customer support requests (telephone, web, email), perform problem determination, and deliver solutions
• On-Call (rotation) for Support for Critical Issues (scheduled in advance)
• Develop patches and deliver to customers
• Subject matter expert on network/systems monitoring and related technologies
• Escalate and track higher order issues to Tier 3 (engineering) support
• Interface with engineering to develop and test solutions, incorporate field patches into codebase, and test and install new features
• Assist product management in developing and prioritizing enhancement lists
• Summarize, communicate and escalate customer experiences

Qualifications include:

Required Experience / Skills:
• Three or more years' experience providing technical support for enterprise software solutions
• Intermediate (Advanced preferred) understanding of Python
• Experience with systems and network monitoring tools (Zenoss, Nagios, BMC, etc.)
• Two or more years experience with Linux and/or Windows system administration
• Excellent phone and email skills, positive customer-centric attitude
• Strong problem solving skills
• Organized, self-starter with an ability to follow through on issues under minimal supervision
• Ability to multi-task and quickly shift contexts

Desired Experience / Skills
• Experience with any of the following is highly desirable: MySQL, Zope, SNMP, SSH, WMI, DCOM, Perfmon
• Shell programming, Trac, SVN
• ITIL Foundation Certification

If interested please email: katy@lunadatasolutions.com, and mention that you are referring to the post in GeekAustin.