• Enterprise Technical Support Advisor

    Location PA-Panama City
    Job ID
    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 that they can invest more in 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! As a Quest engineer you will provide both proactive and reactive support which is unique in this business. Do you have stellar customer service skills? Do you love to solve complex technical problems? Does Cloud Computing excite you? 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 product lines. 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 you.


    As a Technical Support Engineer, you will be responsible for providing technical support across Quest Data Protection suite of products (Rapid Recovery) via phone, chat, web & emails. Stellar customer service and handling skills and the ability to interface, collaborate, prioritize customer issues with development, and effectively communicate solutions to customers are crucial to the role. 


    -Act as a customer advocate 

    -Maintains and represents as a cordial Quest Support technician

    -Owns incoming technical issues from customers, assists by diagnosing the problems and providing resolutions for technical and service issues related to Rapid Recovery, NetVault, vRanger, QoreStor, and Foglight Evolve via email, WebEx, or phone.

    -On a daily basis, maintain a personal queue of ongoing customer issues until resolution and interface with other Quest resources to bring escalated issues to resolution

    -Document all customer case details in our CRM call tracking application

    -Be pro-active in creating & publishing kb articles as part of solving issues in a customer focused Knowledge Centered Support (KCS) environment

    -Takes lead in working with team members and also assists junior support engineers on resolving customer issues and mentoring newer support engineers.

    -Mentors newer support engineers on product knowledge, systems and procedures.

    -Contribute new ideas and theories to assist colleagues in brainstorming sessions for support issues, even developing and attending training for self-improvement to assist and share knowledge with team

    -Troubleshoot customers’ issues by being able to recreate in support lab environments and by diagnosing potentially complex issues, effectively communicate solutions to customers

    -Remains knowledgeable of Quest product and Current industry products and technologies

    -Have the capability of providing after-hours support and weekend support, if required 


    -Strong knowledge of LINUX and Windows, including operating systems and networking (TCP/IP, DNS, LDAP, WMI, HA Clusters) preferably from an experienced system administration background or application background such as SQL Server or Exchange (DAG).

    -Knowledge of Enterprise Backup and Recovery software and Disaster Recovery theories.

    -ESXi, vSphere, HyperV (CSV), XenServer, Citrix, Terminal Services or System Center Virtual Machine Manager (SCVMM) proven experience

    -Understanding of SAN concepts and the SAN Fabric network – e.g. LUN provisioning, Zoning

    -Demonstrated ability to use in-depth troubleshooting to resolve network or disk i/o issues using tools i.e. Wire Shark, Netmon or utilities like Powershell, etc.

    -Must be independent, self-motivated, a team player and have a people-oriented personality

    -Effective and efficient problem solving skills

    -5+ years of support background or relevant work experience in Computer Science/Information Sciences/ Electronic or Communications Engineering



    -Bachelor's degree in Computer Science/Information Sciences/ Electronic & Communications Engineering  


    Company Description

    Quest Software enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure in order to help fuel innovation and drive their businesses forward. With over 2,500 team members around the globe, we intend to continue to grow revenues and add value to customers. When you join our team, you will have the opportunity to build and develop products at a scale few others can provide. Our product portfolio serves a large base of customers and we are addressing the strategic imperatives for enterprise businesses. Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing environment.


    Why work with us?

    o Life at Quest means collaborating with dedicated professionals with a passion for technology.

    o When we see something that could be improved, we get to work inventing the solution.

    o Our people demonstrate our winning culture through positive and meaningful relationships.

    o We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.

    o Our team members’ health and wellness is our priority as well as rewarding them for their hard work.


    Quest is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Quest is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Quest are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Quest will not tolerate discrimination or harassment based on any of these characteristics. Quest encourages applicants of all ages.

    Come join us. For more information, visit us on the web at


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