Tier 1 Technical Customer Support Engineer

Acumera is now Scale Computing! Scale Computing is a global leader in edge computing, hyperconverged infrastructure, and managed networking solutions. We deliver innovative, secure, and scalable technology that powers critical operations worldwide. 

We’re a growing company looking for motivated professionals to join our team!

The Tier 1 Technical Customer Support Engineer is the most critical role in supporting our post-sales Scale Computing customers because our number one goal is to make our customers exceptionally happy when they seek our support. We believe in the best-ever experiences from the inside out - so this means we’re looking for an approachable, friendly candidate who will love their co-workers as much as we love them.

A successful Tier 1 Support Engineer requires impeccable problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude, and the ability to work in a team environment.  Our employees are intelligent, enthusiastic, entrepreneurial, and actively create the vision of Scale Computing.

Tier 1 Support Engineers will work directly with Tier 2 Support Engineers and Support Management to maintain an above-industry average Net Promoter Score (NPS) and meet/exceed Team and Individual goals and Key Performance Indicators (KPIs) as established by Support Management. Bonus points for those who are obsessed with high customer satisfaction. 

Great candidates will look like this: 

• Enjoy troubleshooting and problem-solving analytically
• Understand customer needs and ensure clarity on the status of technical issues
• A team player who can work well within the team and collaborate cross-functionally, especially in a remote environment
• An excellent communicator, written and verbal, who is efficient and effective with customers and colleagues via web conferences, email, and in-person interactions
• A motivated self-starter who thrives on prioritization and follow-through 
• Passionately creative in mindset and has the ability to adapt quickly to evolving business needs

Responsibilities

• Complete Scale Computing’s Onboarding program and work with management to identify any gaps in the training plan
• Provide support for the Hyper-converged computing clusters for Scale Computing end-users, customers, and partners
• Answer customer calls and respond to customer cases via all origins (email, chat, etc.) while delighting our customers with a friendly and helpful experience
• Troubleshoot and problem-solve analytically while utilizing a vast knowledge base of documentation and other standard operating procedures (SOPs)
• Escalate issues not resolvable via knowledge base to Tier 2, as well as set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom)
• Participate in the on-call rotation as agreed by the Tier 1 & 2 Support team. When on-call, be prepared to address technical issues at all times
• Partner with our Services team for scheduled Service-related tasks, including installation of SC//Platform.
• Provides excellent customer service to EVERY internal and external customer
• Stay up-to-date on new product features and updates, and proactively seek out additional resources and training to deepen understanding of the product.
• Develop and maintain supplemental skills such as networking and 3rd-party product integrations, which can help enhance overall product knowledge.

Requirements and useful skills/experience.

• Learn and maintain advanced technical knowledge about all aspects of supported products and services provided by Scale Computing
• Understand 3rd-party applications sold and supported by Scale Computing
• Excellent communication skills tailored to audiences at all levels, including C-suite executives, engineering, and other business support staff
• Proficient organization, project management, and follow-through
• Hyper-proactive approach to all learning and development as well as attending to customer needs

Perks and Benefits

Group medical insurance.

Casual dress code.

Hybrid Work schedule 

Paid company holidays.

Cab Facilities.

Fully stocked snacks at office.

Vibrant and Inclusive Workplace Atmosphere.

Flexible work environment and an opportunity to grow as we grow.

Scale Computing is an equal-opportunity employer. The final candidates will be subject to a pre-employment background check.