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Sr. Technical Support Engineer

Position #6903 Customer SupportUSA - Austin, Texas
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Job description

Quali is seeking a Sr. Technical Support Engineer with solid technical expertise in the fields of DevOps value chain with experience in advance automation, virtual infrastructure and storage along with great communication skills. The candidate will be heavily focused on supporting Quali’s solution on-premise and in the cloud (SaaS), bringing value to Quali’s customers.

The Sr. Technical Support Engineer is responsible for proactive monitoring, troubleshooting, and resolution of advanced network incidents in support of mission critical platforms as well as issues reported by Quali customers and partners.  Proven expertise in extensive network support of high-availability networks, applications, and the ability to provide support to Tier 1 staff is required.  This position may require a rotating schedule and support off-hours.

Responsibilities:

  • 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 2nd 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
  • Capable with basic router & switch administration
  • Previous experience working in a Network Operations Center is a plus
  • In depth TCP/IP knowledge
  • CCNA certification
  • Strong understand sub-netting and network segmenting

Education:

  • BA/BS Degree or equivalent experience a plus
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