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Senior Critical Case Engineer at Cloudian
San Mateo, CA, US / United States of America



This position requires strong analytical, problem solving, and troubleshooting skills.  The qualified candidate possesses broad experience in handling difficult or sensitive situations in a professional, timely, and thorough manner. Qualified candidates are self-starters and highly-motivated to provide excellent customer service.

Candidates must have advanced technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and interest in working in a fast paced, high growth, learning environment. 

Primary Responsibilities: (other duties may be assigned)

  • Technical communication/troubleshooting for cases from critical customers, escalated cases
  • Cases from selected “critical customers” (defined by the CSM team) 
  • Escalated issues assigned by CSM
  • Complex troubleshooting cases requested to take over by Support Managers
  • Technical contact for CAPs
  • Collaboration with:
    • Customer Success Managers (CSM) to ensure high customer satisfaction
    • Technical Support Team to work with customer and share information
    • Engineering Team to drive product issue resolution and provide feedback
  • Ensure quality for tools/patches provided to customers
  • Code level deep analysis of customer issues driving them to resolution
  • Respond and analyze complex inquiries of technical and functional nature not in routine and require deviation from standard procedures.
  • Direct clients through issue resolution including customer meetings, status reports and updates.
  • Deep understanding of product architecture and service inter-dependencies
  • Provide recommendations for improving existing processes and procedures

Additional Responsibilities:

  • Contributions to documentation of internal knowledge database.
  • Conduct/suggest internal training to peers on specialized topics.
  • Development of Reporting System for Customer Success Management team
  • Perform other duties as required by the organization

Required Qualifications:

  • Experience in senior technical role as enterprise technical support, system administration, professional services or related customer facing role
  • Experience in:
    • Incident management with mission critical services
    • Correlating system behaviors based on known inter-dependencies
    • Systems (Windows/Linux) and Networking concepts
    • Managing internal and external customers through technical problem resolution
    • Leading and managing internal communications
  • Ability to remain calm, composed and articulate when dealing with difficult customer situations.
  • Passion for solving customer issues and advocating for their success, in a fast-paced, highly technical environment.
  • Ability to work independently with little direct supervision and as a part of a team.
  • Strong troubleshooting skills with the ability to be dynamic and adapt
  • Comfortable managing multiple, high-priority issues simultaneously
  • Strong decision-making ability
  • Strong oral and written communication skills

Required Skills/Knowledge:

  • Linux Administration (CentOS, RHEL, bash)
  • Linux Troubleshooting (strace, wireshark, gdb)
  • Programming/Scripting Languages (Java, C++, Python, Ruby, JavaScript)
  • Networking (LAN/WAN networking architecture, Load Balancers)
  • Security Protocols (Firewall, TLS/SSL, SSH, WAF)
  • Virtualization/Cloud Technologies (VMware vSphere, MS HyperV, KVM, AWS, Azure, GCE)
  • Object Storage
  • Database
  • Project Management Tools (JIRA/Confluence/SFDC)

Preferred Skills/Knowledge:

  • Software development experience
  • Extensive knowledge/experience in DevOps related technologies
  • Analytic Engine (Splunk/ElasticSearch)
  • Network troubleshooting (deep understanding of TCP/IP, subnetting, routing, VLANs, and protocols including HTTP1/2, DNS, SNMP, FTP)
  • Hardware troubleshooting