Technical Support Engineer

CN-Beijing
3 weeks ago
ID
2017-4072
Category
Sales
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 manage a support team and engage with customers to technically accompany their environmental solutions and address any of their technical affairs. As Technical Support Engineer Manager, 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

  • Tier 3 support to the Company’s customers: installing Mellanox products and supporting systems
  • Manage the support activities and personals. Guarantee customer’s satisfaction and employee’s career growth.
  • Develop and present technical comprehensive solutions to customer’s problems and leading complex troubleshooting escalations.
  • 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

  • 4-6 years of technical customer service experience, also served as a manager or team leader 
  • Highly proficient in both spoken and written English 
  • Bachelor's degree, preferably in software or hardware engineering 
  • Theoretical and practical Knowledge as well as troubleshooting experience with L2/L3 Ethernet network protocols 
  • Solid Linux and/or Unix system administration skills in data-center environments 
  • 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
  • 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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