Technical Support Engineer
RetailNext - San Jose, CA

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RetailNext is the most advanced in-store analytics technology in the market today. We are looking to expand our technical support team with talented, highly-motivated individuals who can support our customers both before and after the sales cycle and help them get the most out of our products. This position is at our headquarters in San Jose, CA

Responsibilities
  • Resposible for 1st Line fix of customer issues
  • Initial problem diagnosis and resolution
  • Handling ticket queue and ensuring a quick response to customer issues when logged
  • Adjusting video analytics within the software
  • Uploading of customer configuration data and troubleshooting issues in doing so
  • Creation of reports within the software via XML
  • Running and creation of Shell/Python/Perl/SQL Scripts required to automate resolution to customer issues
  • Installation and staging of our software on a hardware platform
  • Maintaining a high level of customer service and satisfaction in our customer base
  • Desire to learn more and research where needed
  • Ability to document workarounds or solutions to issues found in our knowledge base
  • Work with onsite technician to enable delivery of our solution and to troubleshoot issues
  • Conduct remote, and in extreme cases local, support to diagnose and resolve incidents
  • Develop a deep understanding of RetailNext’s products and services
Mandatory Qualifications
  • Sound knowledge of Linux systems (CentOS/Red Hat/Fedora)
  • Sound knowledge of Windows systems
  • Sound knowledge of databases (PostgreSQL and MySQL)
  • Ability to create SQL Scripts
  • Sound knowledge of network architecture and protocols (TCP/IP, SSH, SCP, Ethernet)
  • Good ability to troubleshoot network, software and operating system issues in a distributed software environment
  • Use of tools; Wireshark, Ethereal, tcpdump, strace, sar, top, vi, yum, rpm, rc scripts, sed, awk, etc.
Useful Qualifications
  • Undergraduate degree in Computer Science and related disciplines
  • Red Hat Certified System Administrator or equivalent UNIX based qualification
Apply to andrew.golden@bviretailnext.com

Location: San Jose, CA