• Technical Support Engineer - Performance Monitoring

    Location IE-Cork
    Job ID
    2018-3951
    Category
    Product Services
    Position Type
    Regular Full-Time
  • Overview

    Quest is an award-winning IT management software provider offering a broad selection of solutions that solve some of the most common and most challenging IT problems. Since 1987, we’ve been reducing the time and money our customers spend on IT administration, so they can invest more on business innovation. With more than 100,000 customers in 100 countries, we emphasize innovation, strong community with customers and partners, and ongoing support throughout our customers’ journey.

     

    If you are passionate about delivering a world class standard of technical support to our customers, this role is for you!  Do you have stellar customer service skills?  Do you love to solve complex technical problems?  If so, join our award winning Technical Support team and work directly with your global colleagues, Product managers and R&D.  As an Enterprise Technical Support Engineer, you will become a one-stop-shop for our customers working with our Foglight Product.  In Quest, our people are the most critical component for our long term success which is why we have created an extensive benefits package for all team members.

    Foglight provides a single solution for application, infrastructure, databases and virtualization monitoring.  Product details can be found on our website at https://www.quest.com/foglight/

    Responsibilities

    • You will own customers’ technical issues end to end giving you the opportunity to increase your technical knowledge as you learn from other teams
    • You will be the trusted advisor / customer advocate as you interact with other teams i.e. global support teams, Product Mgmt, R&D to bring escalated issues to resolution
    • You will elevate our service delivery by proactively reaching out to our customers as part of our Customer Success program.
    • As a successful Support Engineer you will be able to work independently to test and debug customer issues in lab environments
    • Interface with R&D resources to bring escalated issues to resolution
    • Document all customer/case details in Support case tracking system
    • Create knowledgebase articles from resolved issues for future use by customers and internal personnel
    • You will be responsible for providing after-hours support as part of an on-call rotation. 

    Qualifications

    • Excellent knowledge of Virtualisation Software is a must (including installing/Managing/monitoring and troubleshooting either VMware or Hyper-V environments.)
    • Excellent troubleshooting and analytical skills with Java based software and able to analyse Java type logs and thread dumps
    • Good practical experience with trouble-shooting Database technologies e.g. SQL Server, Oracle, DB2
    • Sound Windows and / or Unix/Linux administration and platforms skills.
    • Good working knowledge of command line queries like Bash/PowerShell/Dos and SQL.
    • Minimum 2 years’ experience in a fast-paced Global Technical Support role
    • You must be an independent, self-motivated team player with people-oriented skills.
    • You must be able to work under pressure assisting customers to resolve their issues effectively and efficiently.
    • ‘Can Do’ attitude with demonstrated willingness to learn new technologies.

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