Linux Technical Support Engineer Job in Cork
Primary Responsibilities include:
* Answer live incoming phone calls and respond to e-mails to troubleshoot, manage, collaborate and resolve customer problems related to the Data Domain product family.
* Monitor automated product alert e-mails and act on them.
* Create content for the knowledge base through accurate case documentation.
* Assist customers with the upgrade process.
* Process logistics/parts requests.
* Assist customers with standard backup software integration with Data Domain Products.
* Obtain data from customers to get a thorough understanding of customer requirements and problems.
* Interface with customers via e-mail, phone and/or WebEx.
* Analyze logs and core files as needed to work towards resolution of customer issues.
* Work with 3rd party service providers in the process of analyzing and resolving customer issues.
* Generate problem reports in Bugzilla to coordinate with engineering to obtain quick resolutions for customer related issues.
Technical Competency:
* Linux/Unix Systems Administration is critical
* Linux/Unix Internals is a plus
* Core analysis kernel/application
* C-programming
* Knowledge of storage subsystem arrays
* Ability to collect and analyze core file dumps
Skills Required:
* Excellent oral and written communication.
* Strong interpersonal and problem-solving skills.
* Advanced skills in analytical and problem solving with attention to detail
* Ability to work as an individual or on a team.
* Ability to create clearly documented bug reports as needed.
* Ability to read and understand technical bug reports.
* Self-starter with ability to learn quickly and operate in a fast paced environment.
* Some project management and negotiation skills.
* Ability to identify root cause of an issue (isolate in source code) and write or assist in writing of RCA documents