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Technical Support Engineer

US, Austin · Full-time

About The Position

Quali is seeking Technical Support candidates with a desire to support Quali’s solution in the fields of DevOps value chain and advanced automation, virtual infrastructure, and storage. As an ideal candidate you’ll be heavily focused on supporting Quali’s solution on-premises and in the cloud (SaaS), bringing value to Quali’s customers.


As a member of the Technical Support team, you’ll be responsible for proactive monitoring, troubleshooting, and resolution of network incidents in support of mission critical platforms as well as issues reported by Quali customers and partners. Proven knowledge in extensive network support of high-availability networks, applications, and the ability to provide support to end customers and partners will be essential for your success. This position will require a rotating schedule and support off-hours.

Responsibilites

  • Focus on monitoring customer uptime, provide immediate support to address network and application layer issues
  • Communicate with systems and engineering departments as well as Customer and Partner IT staff to resolve and prevent issues
  • Monitor all aspects of network/systems infrastructure and provide outbound communications
  • Provide 1st level support to resolve complex, technical problems
  • Effectively communicate status to the Incident Response Team and staff
  • Actively work in an incident response capacity
  • Documentation of trouble resolution through the use of trouble ticketing system


Requirements

  • Proven knowledge and experience with one of the following scripting or programming languages (C / C++ / C# / Objective C / Java / TCL / Python / Perl / Ruby, etc.)
  • VoIP knowledge a plus
  • Working experience with at least one of the following sets of technologies: virtualization (OpenStack, VMWare), cloud (Azure, AWS), networking (Cisco, Juniper, NFV), operating systems (Linux, Windows), enterprise DevOps, security and performance testing (Breaking Point, ixNetwork, ixLoad), configuration management (Puppet, Chef, Ansible), software development (IDEs, GitHub, Jenkins, Agile/SCRUM)
  • Strong communication and documentation skills required
  • Desire and ability to develop technical skills and take on additional responsibilities in order to add value to departmental and Quali’s mission and goals
  • Previous experience working in a Network Operations Center is a plus
  • CCNA certification a plus
  • Understanding of sub-netting and network segmenting
  • IP routing - configuration and troubleshooting
  • Associate’s degree or equivalent experience a plus


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