Technical Support Engineer

CN-Beijing
1 week ago
ID
2017-3928
Category
Support Engineer
Job Length
Full-Time

Overview

The Customer Support organization of Mellanox Technologies is seeking a customer­-focused technology professional to be a Premium Technical Support Engineer for our enterprise customers in Asia. In this role, you will engage with customers to technically accompany their environmental solutions and address any of their technical affairs. As Premium Technical Support Engineer, you will serve as a trusted adviser to customers by helping them achieve better utilization with our solutions and maximize the value they get from Mellanox products.

Responsibilities

  • Manage account activities and align Mellanox activities to the customer's business case and strategy
  • Tier 3 end-to-end technical support
  • Develop and present technical comprehensive solutions to customer’s problems and leading complex installations
  • Report, escalate, replicate and manage resolution of customers problems
  • Communicate between engineering, technical Support, and the customer when critical product issues need to be escalated
  • Educate the customer on core key principles for a sustainable configuration
  • Site visits and conference calls with customers and partners
  • Maintain technical expertise and knowledge about new Mellanox products

Qualifications

  • Highly proficient in both spoken and written English 
  • Bachelor's degree, preferably in software or hardware engineering 
  •  4-6 years of account management or technical customer service experience 
  • Experience dealing with large customers and complex technical support issues
  • Demonstrated ability to manage critical customer support escalations
  • Good understanding of technical support and professional services processes and workflows
  • Ability to troubleshoot problems, research and root cause technical issues
  • Theoretical and practical Knowledge as well as troubleshooting experience with L2/L3 Ethernet network protocols 
  • Excellent Linux and/or Unix system administration skills in data-center environments 
  • Knowledge and practical experience with Cloud application and implementations 
  • Knowledge and practical experience with storage and virtualization fundamentals 
  • Excellent presentation skills
  • Excellent verbal and written interpersonal skills - positive customer-centric attitude
  • Excellent time management skills and the ability to prioritize your workload

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