Technical Support Specialist – Tier 2

Location: Oakland, CA, United States

We seek an expert at identifying and resolving challenging technical issues as well as providing complex product usage guidance.  Troubleshooting skills that span software applications, LANs, databases, systems integration and hardware are critical. 
 
Vigilent is pioneering the use of IoT, machine learning and prescriptive analytics to deliver real-time cooling optimization in mission-critical environments.  Vigilent reduces operating costs, unlocks stranded capacity, and increases reliability in hundreds of data center and telecom facilities worldwide.  Our mission is to increase the profitability of our customers and create a more sustainable planet.
 
RESPONSIBILITIES
  • Work with internal departments and external customers to resolve complex technical issues
  • Perform diagnostics, install and upgrade software using remote access tools.
  • Analyze large data sets relating to system control decisions to provide advice and optimization recommendations to customers.  Assist customers and Tier 1 support specialists with analysis of complex data sets and issues.
  • Analyze log files to identify underlying problems.  Make and/or implement recommendations for resolution.
  • Develop knowledge content and training materials covering troubleshooting and how-to topics. Recommend process improvements for troubleshooting techniques and knowledge content.
  • Create, track and document support cases in our CRM system; generate problem reports in bug reporting system. Work with Engineering and QA to drive implementation of issues through to delivery to customer.
  • Generate knowledgebase and training content for internal and external audiences.  Determine best practices for support and field organizations through system knowledge.
  • Provide the exceptional customer support and relationship management that distinguish Vigilent support as superior in the industry.
 
REQUIRED SKILLS & EXPERIENCE
  • BS in Information Systems Management or Computer Science.
  • 2+ year experience providing direct customer support in a technical environment.
  • Experience with Linux command line and scripting.  Record of automating routine tasks or processes.
  • Familiar with SQL databases and VMware.
  • Ability to identify the root cause of an issue and write concise, accurate, descriptive and explicit bug reports.
  • Ability to critique problem analyses, and recommend process improvements.
  • Detail-oriented, with excellent organizational skills and able to manage multiple issues simultaneously, as well as coach others.
  • Excellent verbal and written communications skills.
  • Excellent diagnostic, analytic, problem solving and debugging skills.
  • Some minimal travel may be required, but job is based in Oakland, CA.
  • Must be able to pass a background security check, including a drug screening.
  
DESIRED SKILLS & EXPERIENCE
  • Experience developing tools and scripts used to automate customer service processes.
  • Bilingual (Japanese).
 
HIRING DETAILS
Job Location: Oakland, CA 94612
Start Date: Spring 2017
Hire Type: Full-Time, Regular, Direct Hire
Reports to: Customer Service Manager
Salary: Competitive
Benefits: Full Benefits Package including health, dental, vision, stock options, and more.
 
TO APPLY
Please send a cover letter within the email body and attach your resume (PDF or Word Format) to careers@vigilent.com
 
Vigilent Corporation is an Equal Opportunity and Affirmative Action Employer committed to providing a workplace that includes people of diverse backgrounds. Vigilent participates in the E-Verify program as required by law.
 
Mike Burwell
Vigilent Corporation
Oakland, California
Staffing/Recruiting Manager


Please contact me with any questions:
mburwell@vigilent.com


 
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