Responsibilities

• Own the resolution and communication of all assigned escalated issues from customers or QA.
• Collect and analysis system logs and internal monitoring consoles to assist with root cause identification and problem resolution.
• Collaborate with QA to replicate customer environments in order to reproduce and validate escalated issues.
• Interface with development for problem resolution assistance and for all customer reported bugs.
• Update trouble shooting guide and manage Wiki, FAQ and knowledge base for issues and solutions.
• Maintain and enforce SLA for the turnaround time of the resolution of customer incident.
• Generate reports related to the effectiveness of Lyatiss support processes and customer satisfaction.
• Participate in 24×7 on-call duties.

Qualifications

Must have

• B.S. Computer Science or IT degree.
• 5+ years experience in technical support, escalation management or field engineering for IT related product or services.
• Solid knowledge in virtualization, network protocols (Layers 2, 3 & 4) and devices such as load balancers, routers or firewall.
• Proven trouble shooting ability to perform end-to-end diagnosis of complex IT deployment on Linux.
• Hands-on experience with common QA test procedures (Unit testing, Continuous integration).
• Excellent oral & written communication and inter-personal skills.
• Knowledge of application or network monitoring solutions and system administration.

Nice to have

• Practical knowledge of CRM or Help Desk solutions (salesforce.com, Zoho CRM, Zendesk, ….).
• Experience in computer programming languages such as Java, C++ or Python.
• Knowledge of public clouds (Amazon), virtual infrastructure or Software Defined Network.
• Start-up experience.

Compensation

• Base salary + Bonus, company stock, and excellent medical benefits.