Summit Partners
Sr. Customer Support Engineer at Zenoss
Austin, TX, US
Zenoss is seeking a motivated, self-directed Sr Customer Support Engineer to join our team.

You are a logical, creative thinker who thrives on solving problems. You love to provide excellent customer service and you appreciate being part of a team that values collaboration and your unique contribution. Your strong and broad technical background makes you an excellent troubleshooter. You are known for your ability to prioritize, multi-task and quickly shift contexts.

What you'll Do:

Mentor other members of our customer support team
Handle more complex customer issues
Field customer support requests (telephone, web, email), determine problems, and deliver solutions
Track open customer issues, and communicate status to customers
Follow up with customers to verify solutions are successful
With your team, be part of on-call rotation for support for critical issues (scheduled in advance)
Work with our engineering team to develop and test solutions and to install and test new versions of products
Summarize, communicate and escalate customer experiences
Required Experience / Skills:
Five or more years experience providing technical support for enterprise software solutions
Strong Linux system administration skills
Experience with network administration
Experience with Windows administration
Excellent phone and email skills, positive customer-centric attitude
Strong problem solving skills
Organized, self-starter with an ability to follow through on issues under minimal supervision
Desired Experience / Skills:

BS in information technology related field
Experience supporting products with TCP/IP and SNMP networking components
Experience with: Python, Java, Zope, MySQL, WMI, Docker
Experience with systems and network monitoring too.
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