Sr. Technical Support Engineer – Data Protection/vFoglight/vRanger

We are currently seeking senior level candidates for the role of a Senior Technical Support Engineer within our Monitoring Support Team.  In this capacity, you will be responsible for providing technical support to customers who have purchased or are evaluating our Data Protection and Virtualization solutions.  As a Support Engineer at Quest Software, you will work as part of a team using your skills to solve technical issues in various customer environments.  Additionally you may be responsible for providing emergency after-hours support as part of an on-call rotation.  We are looking for individuals who enjoy helping customers resolve technical problems, learning new technologies, and who can thrive in a fast paced, dynamic environment. 

Day-to-day duties include:

• Act as a customer advocate
• Field and own incoming technical issues from customers
• Acts as an after hours escalation contact for support engineers.
• Maintain a personal queue of ongoing customer issues
• Resolve customer issues by collaborating with teammates, reproducing issues, and utilize documentation and the knowledgebase to bring issues to resolution
• Document all customer/case details in Support case tracking system
• Create knowledgebase articles from resolved issues for future use by customers and internal personnel

Goals of the position:

•             Maintain high customer satisfaction

•             Create and update content for the knowledge base

•             Provide a timely resolution

•             Contact customers in a timely fashion

•             Ensure case notes adhere to best practices

Our solutions work with the following technologies:

• Operating Systems: VMWare ESX, VMWare vSphere, Unix (Solaris, HPUX, AIX, Linux); Windows 2000/2003/2008 Servers
• Network Technologies: Subnets, Switches, Hubs, Routers, SPAN and TAP ports
• Protocols: SOAP, HTTP, HTTPS, TCP/IP
• Databases: Oracle, MySQL, MS SQL Server
• J2EE Application Servers: BEA WebLogic, IBM WebSphere, Oracle AS, JBoss
• Packaged Applications: Oracle E-Business, PeopleSoft, SAP, Siebel
• Others: Virtual Center, MS Exchange, Active Directory, IIS, Apache, Microsoft Operations Manager, IBM Tivoli, HP OpenView, Hitachi JP1
• SAN: Fibre switches, fabric technologies,
• Storage Arrays: EMC Symmetrix / DMX, EMC CLARiiON, HDS 9000 V (Lightning), HDS 9500 V (Thunder), HDS ASM, HDS USP (without virtualization), IBM System Storage DS, IBM ESS, 3PAR InServ,

Requirements:

• You must be an independent, self-motivated, team player and have a people-oriented personality, combined with the ability to work in a fast-paced environment.
• Must have excellent verbal and written communication skills
• Solid knowledge of VMWare ESX, vSphere server and Hyper-V platforms as well as Virtual Center
• Solid knowledge of virtualization concepts
• 4+ years of experience in a systems administration role with UNIX/Linux and Windows or an advanced technical support role
• Familiarity with VMotion
• Fluent Japanese and English required

Preferred Experience:

• Prior Technical customer support or IS Helpdesk/Phone support experience or experience supporting internal system users
• Prior VMWare administration or support experience
• VMWare certifications are a plus
• Prior experience with RDBMS: Oracle, MySQL, Sybase, DB2 UDB, and/or MS SQL Server, Informix in a virtualized setting
• Ability to read/write Perl, Unix shell scripts, and SQL scripts
• Understanding of SAN concepts and the SAN Fabric network, Lun provisioning, zoning, identify bottleneck and DISK I/O related issues.
• Working knowledge of enterprise backup, recovery software

Products supported include (and not limited to):

• Foglight Server, vFoglight, vRanger, and related Data Protection solutions