Job Description
Cloudian Inc. is a leading Cloud Storage platform provider based in Silicon Valley in California, with additional offices in Europe, Japan, and China, focused on delivering enterprise-grade public, private, and hybrid cloud storage solutions.
Senior Technical Support Engineer
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You are Cloudian's customer interface for all technical matters, most
importantly, troubleshooting any problems with Cloudian software in
installation, operations, and management.
Location: Cloudian office in Milan (Italy), or (Remote) Germany, United Kingdom
Job Responsibilities and Tasks:
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- Troubleshooting, answering questions, technical discussion with pre-sales and post-sales customers via phone/web/email.
- Work with Engineering team for defect reports, troubleshooting, and feature requests.
- Become an expert on the Cloudian HyperStore storage system that is a high-performance, distributed storage system deployed on Linux.
- Manage communications/expectations to customers at all levels to maintain good relationships with contacts at customers and partners. Customers are cloud service providers (data centers and ISPs), system integrator/reseller partners, and enterprise customers.
- Mentor other junior members, an opportunity to lead ad-hoc projects.
- Occasional off-hours, weekend work, and on-call duty.
- Occasional travel to customer sites and Cloudian offices.
Required Knowledge, Skills, and Experience:
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- 5+ years of technical support experience with demonstrable skills in troubleshooting technical issues with a complex software system. We need more than just information passing between the customer and the Engineering team.
- High degree of analytical and problem-solving skills.
- Customer-oriented attitude, strong customer-facing skills.
- Proficiency with Linux and networking.
- Proficiency in scripting (bash, perl, python, or ruby).
- BS/BA degree or equivalent.
- Adoptable team player in a versatile environment.
- Ability to work with minimum supervision.
- English (must) - professional level oral/written communication.
- Other preferred languages - German, Dutch, French.
Desired Knowledge, Skills, and Experience:
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- Experience with firmware upgrades
- Experience in HW support
- Java development skills, DevOps experiences
- Distributed systems, NoSQL DB, storage systems knowledge
- Experience on cloud environments (AWS, GCE, Azure) or platforms (OpenStack, CloudStack, etc.)
- Experience on Object Storage (OpenStack Swift, Ceph, Scality, Cleversafe, etc)
- Experience on Splunk or any other analytic tool
