L1 Support Engineer - Tintri Team

Job Title: Support Engineer - L1 Reporting Line: Director Technical Support Services - Tintri Team Location: UAE Job Summary: The Tintri Technology has enjoyed a level of customer satisfaction that is unparalleled to many other Technologies. This has been partly due to the amazing team that supports the product. We have recently moved the Technical support function to our Paris office and are looking to build a new team of Technical Support Engineers. They are all excited about the agility of public cloud—AWS, Azure, etc.—and Tintri puts all that agility right inside their data centers. To deliver on that promise, we had to build an all-flash architecture that is completely distinct from legacy solutions—using a building block approach akin to public cloud. At Tintri, employees get to work on projects that are unconventional, challenging, and high impact. The desire to stand apart has also helped Tintri get noticed. CDW is the biggest reseller in the business—we were just named their Partner of the Year. In both Gartner Magic Quadrants covering our space, we're recognized as a Visionary. We are growing: more than 1,000 organizations—including 20% of the Fortune 100—trust Tintri. Please consider trusting the next stage of your career to Tintri, too. As a Technical Support Engineer, you will provide first-level support to customers, support personnel, and field support staff, focused on troubleshooting, repairing, and debugging Tintri products. Support incidents can range from hardware and/or software issues with Tintri storage systems and solutions to interoperability issues. You will be required to utilize and add to the Tintri knowledge base. As a 24X7X365 organization, shift work, holiday coverage, and on-call responsibilities will be required. Responsibilities

1. Always take care of the customer. Customer Satisfaction is job #1.
2. Leverage internal technical expertise, knowledge base, scripts, log files, and other internal tools to provide the most effective solutions to customer issues.
3. Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.
4. Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.
5. Create new knowledge base articles to share information for reuse throughout the Technical Support Center.
6. Document case history and status to provide background prior to escalating to a higher level.
7. Develop and implement resolutions to identified problems and follow standard practices and procedures.
8. Monitor and track all service calls, provide call status updates at regular intervals, and communicate status to customers using Call Tracking Databases.
9. Validate technical information and issues, providing early warnings and disseminating information as needed.

1. Exceptional command of the English language.
2. Exceptional writing skills.
3. Ability to work in a 24X7X365 organization, including weekends and holidays.
4. 1 - 2 years experience in Enterprise level Technical Support or Technical Degree equivalent.
5. Microsoft Hyper V MCS and/or VMWare VCP certification or equivalent Hypervisor administration work experience.
6. Basic familiarity with standard Linux commands.
7. TCP/IP based networking and troubleshooting skills.
8. B.S. in Computer Science, Engineering, Math, or equivalent work experience.

1. Experience with Network File System (NFS), the UNIX remote file sharing protocol.
2. Understanding of RAID, SAN, and/or High Availability Storage Clustering.
3. Microsoft Systems Administration.