Customer Experience Engineer - Tech Support
Software Specialists - Pittsburgh, PA

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As a customer experience engineer, you will ensure delivery of the finest quality customer support experience. While your top priority will be to resolve technical field issues, the scope of the job spans many business functions. In addition to customer support, critical aspects of this position include product design, engineering, training, project management, and tools/systems development. A customer experience engineer must possess a wide variety of skills and experience that will be used daily to meet the exceptionally high standards of customers.

Requirements and Responsibilities:
Receiving, troubleshooting, reproducing, and resolving technical issues related to software and hardware Documenting customer interaction and product defects to ensure proper reporting and improved product quality Developing and delivering training materials to internal personnel and external customers and partners Providing critical input into product design and scheduling Assisting in release management as it relates to delivering solutions and enhancements to the customer base Creating and customizing software-based tools to help in the troubleshooting and reporting of customer issues Education and Experience:
3+ years experience in a technical support role Bachelor of Science in CS, EE, IS, or equivalent experience Excellent verbal and written communication skills UNIX/Linux and Microsoft Windows system administration and troubleshooting experience Thorough understanding of NFS and CIFS protocols Understanding of file systems design and architecture, including NAS, SAN, RAID, FCP, iSCSI, etc. Understanding of supporting protocols, including NIS, DNS, LDAP, etc. NAS file system and protocol performance analysis experience Scripting and coding experience, including Shell, Python, and C++ Experience in a 24/7 on-call support role Experience with software and hardware environment reproduction and testing Experience with protocol packet analysis Experience with Ethernet switching, routing, design, and troubleshooting Ability to generate customer-facing and internal documents on a variety of technical topics Experience with software bug tracking, bug prioritization, and software release planning Demonstrated ability to own and executed on cross-functional projects involving support, sales, engineering, marketing, product management, quality assurance, and technical writing Training experience as both a developer and an instructor