Technical Support Engineer
Virtual Bridges, Inc. - Austin, TX

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Job Description, Responsibilities

As a Support Engineer in a fast-moving, small development team, that brings cutting-edge desktop virtualization software to market, you will provide the highest quality technical support for Virtual Bridges products and services. The position is based in Austin, Texas.
  • Provide the highest quality technical support to Virtual Bridges customers by answering phone calls, emails (Primary) consistent with departmental measures and expectations set with customers
  • Pro-actively log all activities related to customer technical support including opening & tracking trouble tickets and time spent on each ticket
  • Troubleshoot and perform initial diagnosis on the issues and collect sufficient information to provide to product development/test for further analysis
  • Generate reports of customer activity and track time to respond and resolve issues
  • Document common questions and establish a knowledge base over time that can be shared with other members and with partners
  • Establish troubleshooting tips and develop tools that may be useful in diagnosis
  • Interact closely with the product development team to understand details about the product and how to debug common issues
  • Develop best practices and guidelines for technical support
  • Develop and adhere to a methodical approach to customer support

  • Bachelors degree in Computer Science/Engineering or equivalent work experience
  • 3-5 years of experience in a technical customer support role for an enterprise software product
  • Demonstrated experience working with customers in the US and abroad
  • Advanced network setup and administration skills
  • Expertise with various Linux operating system distributions like Ubuntu, CentOS, SLES, etc.
  • Advanced system administration, scripting skills in Linux and Windows environments. Linux is required, Windows preferred
  • Basic installation, configuration and troubleshooting of Windows desktop operating systems and Linux desktop and server operating systems
  • Experience with desktop and/or server virtualization environments is highly desirable
  • Comfortable installing applications and configuring the system environment in Windows XP and Windows 7
  • Excellent communication skills – written and verbal
  • Careful attention to detail and priorities is a MUST
  • Very energetic, motivated, self-starter
  • Be able to excel in a fast-paced startup environment

Employment Type:
Full Time

To apply for this position, please send your cover letter, resume and salary history to with Technical Support Engineer in the subject.