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Technical Support Engineers

The Technical Support Engineer (TSE) is a critical role in WANdisco’s Customer Success Organization. The TSE will be responsible for remotely engaging with some of the largest global enterprise organisations to rapidly analyze, reproduce and resolve their technical problems. The ideal candidate will naturally seek ways to improve technologies or process and enjoy sharing their suggestions with others. This role will report into the Team Lead of Technical Support Engineering, based at our Sheffield, England office.

Key Qualifications

  • 2+ years of experience in a Customer or Technical Support Role
  • Systems administration skills for Unix/Linux servers including OS installation
  • Prior experience working in a technology organization with file or object storage, IP networking, or Linux compute environments
  • Prior experience or working knowledge of data copy, data movement, replication, or disaster recovery solutions and well as VMware virtual machines and LDAP servers
  • Experience with working with Cloud Object Store such as AWS S3
  • Knowledge of the Hadoop Ecosystem, Hive, HBase, Spark, Oozie, and Tez
  • An understanding of networking, both architectures and protocols
  • Ability to lay out a root cause analysis (RCA) documents
  • Ability to write test plans to reproduce customer problems
  • Ability to produce a solution design for planned work with customers
  • Technical certifications such as Cloudera, Hortonworks, Linux, AWS preferred
  • Proficient English language skills, both written and spoken

Description

  • Analyze, reproduce, and resolve customer problems of varying complexity across Big Data and Cloud environments, including Hadoop, Object Storage, AWS, Azure, Alibaba Cloud and others
  • Document problems and defects and improve support processes by creating new Knowledge Base articles, bulletins and advisories
  • Maintain SLAs and resolve time critical issues
  • Consult with customers over the phone and online
  • Deliver flexible 24/7/365 cover including weekend and out-of-hours support as part of a globally distributed support team

Education

  • Bachelor’s degree in Computer Science or industry relevant degree

Location

  • Positions will be based in the UK at our Sheffield office, in the US at our San Ramon headquarters, and in China at our Chengdu office.

About WANdisco

WANdisco is shaping the future of data infrastructure with its groundbreaking LIVE DATA platform, enabling companies to finally put all their data to work for the business – all the time, at any scale. Only WANdisco makes data always available, always accurate, and always protected, delivering hyperscale economics to support exponential data growth with the same IT budget. With significant OEM and go-to-market partnerships with IBM, AWS, Microsoft Azure, Google Cloud, Oracle and other industry titans – as well as hundreds of customers among the Global 2000 – WANdisco (LSE:WAND) is igniting a LIVE DATA movement worldwide.

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