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Technical Support Engineer

Job Responsibilities/Summary

The Technical Support Engineer will work closely with senior management, Engineering, Sales, Systems Engineering and Product Management teams to ensure that Asempra is delivering world class service and support to our customers - both end users and resellers.

Essential Functions

Provide outstanding technical support to customers and partners via the web, email and phone to resolve all customer inquiries in a professional, pleasant, and timely manner.
On-call duty and rotational shift work is required.
Build and enhance existing technical support infrastructure.
Interface with the field, sales and service organizations and directly with the customer base on critical escalations and call resolution.
Contribute to Asempra's Knowledge Base by documenting frequently asked questions, solutions and techniques
Work with Asempra's product management and engineering teams to implement formal feedback mechanisms for incidents, causes, and resolutions.
Develop end user and reseller training materials and provide training for end users and resellers.
Contribute in Technical Marketing project work for external third party certification and interoperability testing.
Demonstrate ability to manage several projects simultaneously in a fast-paced environment.

Job Specifications

Minimum Education:	BS Computer Science or BSEE.
Minimum Experience:	Proven ability to execute in the management and development of 24x7 comprehensive support infrastructure. Startup experience preferred.
Knowledge:	In-depth understanding of the technical support needs in both end user and channel essential. Understanding of Windows Active Directory / Exchange / File Systems and Linux. Understanding of storage technologies and TCP-IP networking. Understanding of CDP, backup, disaster recovery, business continuity and data replication and their applications desired.
Analytical / Interpersonal Skills:	Strong leadership, technical support, and business skills. Team player and team builder. Excellent interpersonal skills working with end users, resellers,sales, systems engineering, marketing, engineering, and finance. Strong presentation skills.
Travel:	As required.

Please submit resumes to .

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