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Technical Customer Support Representative at Univa
Chicago, IL, US

The Position

Univa is currently seeking a Technical Customer Support Engineer/Representative to support the East Coast time zone. In this position you will be the technical representative of our products to end-users. We are looking for a self-motivated individual who will work to ensure the satisfaction of our growing enterprise customer base. The successful applicant is a strong team player that is willing to learn and understand the needs of the customers in time critical situations and go to great lengths to quickly solve their issues.

You will interact with customers to troubleshoot their problems and provide solutions. You will support several Univa products using a wide variety of technologies. Your solutions will be provided to customers in the form of workarounds, defect repairs in the form of hotfixes, patches, maintenance releases (service packs), and new product releases. 

Responsibilities

  • Interact with customers to troubleshoot their problems and provide solutions.
  • Explore new or creative solutions to debug situations through deep dives into problems and analyzing logs.
  • Simultaneously managing and troubleshooting multiple cases of both straightforward and complex issues.
  • Act as the customer’s advocate and represent the customer’s needs to the product team.
  • Support enterprise software products to Global 1000 companies.
  • Provide timely communication to the customer when driving technical issues towards closure
  • Leverage common development and customer service tools such as CRMs, source control repositories (cvs, svn, git), bug tracking tools (JIRA) and Support ticket software (Zendesk or other) to track and manage customer success.
  • Provide recommendations on what troubleshooting tests would be valuable and how they can be built.
  • Contribute to and maintain customer knowledge base.
  • Reproduce customer issues at Univa or in a Cloud environment.

Required Competencies

  • Excellent EQ (Emotional Intelligence)
  • Proven problem solver and an aptitude for continuous learning
  • Excellent written and verbal communication skills
  • Takes pro-active approach to accomplish objectives
  • Organizes work, sets priorities, and determines activities needed to achieve goals
  • Strong global teaming and collaboration capabilities

Education and Experience Qualifications

  • Bachelor’s degree in Computer Science, Engineering or related discipline
  • 3 to 5 years of experience as a support engineer/developer
  • Deep OS experience with Memory, Kernel, and Filesystem and an understanding of how they work together
  • Programming experience in C, C++, Python or Perl with expertise in shells such as Bash (Bourne) or other Unix Shell
  • Knowledge of Linux System Administration
  • Linux and TCP/IP Networking expertise is a must
  • Knowledge of distributed systems (Grid Engine or LSF), Symphony, Docker Swarm, Mesos or Kubernetes would be a strong advantage
  • Knowledge of Cloud infrastructure and APIs for Amazon AWS, Microsoft Azure and Google Cloud