Principal Premium Services Engineer

Job Description

Seeking a Principal Premium Services Engineer to ensure customers have uninterrupted access to the critical performance data they rely on to operate and grow their businesses. This position requires a deep and broad technical skill set, requiring server and OS support, multi-tiered applications, virtualization, voice/video, cloud platforms, security, and big data.
* Collaborate with customers to troubleshoot and resolve complex network and product related issues
* Interface with internal world-class support, development, and SQA teams to identify and to resolve product issues and performance concerns
* Utilizing an extensive Knowledge Management database to research solutions and develop technical content such as tips, troubleshooting guides, and best practices.
* Provide guidance to customers on network management strategies and best practices
* Deliver high-quality, hands-on support

Requirements
* Bachelor's Degree in Computer Science/Network Security related field or equivalent discipline
* 7+ years in network management supporting external enterprise customers
* 2+ years in high touch or managed customer support environment
* Proven expertise in customer relationship and management
* Experience in enterprise or service provider network management environments preferred.
* Experience working onsite at customer locations and cooperatively with HQ teams
* Demonstrated ability to identify and resolve complex network and systems issues
* Cisco Certification (CCNA minimum, CCNP preferred)
* Linux Certification (RHCSA or equivalent)
* Knowledge of Windows and Linux operating system environments
* Demonstrated ability to write clear technical documentation and contribute to internal knowledge bases.
* Strong attention to detail and the ability to manage multiple tasks simultaneously.
* Ability to travel up to 25%
* Project Management Certification (PMP) is preferred
* VMware Certification is a preferred
* Dell DOSD (Onsite Server Hardware Support) Certification is preferred

Gretchen Sheppard \~ [email protected] \~ 408-686-9450