Senior Support Engineer

Below is JD for your reference. Requirements ============ 2 years of International Tech Support contact center experience with Excellent Communication Skills Strong in Linux preferably with Certification Working knowledge - Enterprise Storage and Backup Any working knowledge in Cloud (AWS, AZURE, GCP, IBM) will be an added advantage Note: The candidate should be willing to work in US Shift as the client is based out of North America. Roles and Responsibilities ================== Handle case escalations from other Support Engineers Provide all information need by FalconStor TS to maintain Salesforce Database (customer configuration) Ability to interpret Tier product logs (switches, storage, O.S, Backup applications, etc...) Diagnosis of the problem = Interpret/validate the error, find a workaround, and identify an available patch. Identification of possible code issues that could be causing the problem Checking Code Upgrade feasibility with the current HW platform for approval (memory, disk space, drivers) Make sure no regression in the new code. Diagnosis of the problem remotely using available tools (Phone/Chat/GTM) Reproduction of the issue through simulation of the customer s environment (Lab) Working with engineering support toward resolution of all escalated issues Provide ETA for patch or new build delivery Ability to install Patches, Linux Packages, and run executable binaries. Feeding back End-user requirements for Product Enhancement (RFE) Arbitrating communication between different vendors (Falconstor is often in the middle of the solution) Provide Root cause analysis document whenever possible