Support Engineer

StorMagic is looking for a self-motivated, driven Support Engineer to join our Customer Support Team. This role is responsible for providing technical support and advice to customers to resolve technical issues.

This role will play a key part in providing a seamless customer user experience of StorMagic's solutions and in this role you will be responsible for researching, diagnosing, and troubleshooting solutions to customer queries.

This role is 100% remote.

About Us
StorMagic is solving the world’s edge data problems. We help organizations of all types and sizes use, protect, and manage their applications and data at the edge. Our software products ensure data is always protected and available, no matter the type or location, to provide value anytime, anywhere.

StorMagic has been focused on edge computing since its inception over 15 years ago. With more than 50,000 installations in large enterprises and thousands of small business customers around the world, StorMagic has a proven track record of delivering the performance, uptime, and support needed at the edge. Most other providers of edge computing offer scaled-down versions of their datacenter solutions. These are overengineered, overprovisioned, overcomplicated, and overpriced for most edge environments. StorMagic solutions are purpose-built for the edge, designed for Reliability, Simplicity, and the Best TCO (total cost of ownership)

The responsibility of the role will include:

• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Ask customers targeted questions to quickly understand the root of the problem
• Talk clients through a series of actions, either via phone, email or WebEx/Teams, until they’ve solved a technical issue
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording, logging and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Track computer system issues through to resolution, within agreed time limits
• Follow the SLA for issues with respect to the severity
  
  

Skills & Qualifications:

• Technical Degree or sufficient industry experience 
• Current VMware VCP or similar technical certifications preferred
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Good understanding of computer systems, servers and other tech products
• Hands-on experience with Windows/Linux/virtualization environments
• Working knowledge of virtualization; specifically, VMware, Hyper-V and KVM.
• Familiarity with remote desktop applications (e.g. WebEx) and help desk software (eg. Zendesk)
• Experience with networking; TCP/IP, routing
• Experience with storage solutions 
• Experience with HBAs/RAID and block based storage; other storage experience advantageous
• Ability to diagnose and troubleshoot basic technical issues
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Open and shares knowledge; contributes positively and always acting to learn
• Be data driven, with excellent analytical and problem-solving skills with a strong attention to detail
  

What We Offer:

• Competitive salary.
• Comprehensive benefits package.
• Flexible working arrangements that respect diverse lifestyles.
• Wellness Initiatives
• Share Options
• Home Office Set up
• Company events as well as regular virtual events to connect with colleagues
• Opportunities for professional growth and development in a fast-paced, global environment.
• The chance to work with cutting-edge technology in a supportive and collaborative team atmosphere.
  
  

StorMagic is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.