Overview: Quest is an award-winning IT management software provider offering a broad selection of solutions that solve some of the most common and most challenging IT problems. Since 1987, weve been reducing the time and money our customers spend on IT administration, so they can invest more on business innovation. With more than 100,000 customers in 100 countries, we emphasize innovation, strong community with customers and partners, and ongoing support throughout our customers journey.
If you are passionate about delivering a world class standard of technical support to our customers, this role is for you! Do you have stellar customer service skills? Do you love to solve complex technical problems? If so, join our award winning Technical Support team and work directly with your global colleagues, Product managers and RD. As a Senior Enterprise Technical Support Engineer, you will become a one-stop-shop for our customers working with our Foglight Product. In Quest, our people are the most critical component for our long term success which is why we have created an extensive benefits package for all team members.
Foglight provides a single solution for application, infrastructure, databases and virtualization monitoring. Product details can be found on our website at https://www.quest.com/foglight/
Responsibilities: Participates in 24x7 product support for Foglight products. You will be the trusted advisor / customer advocate as you interact with other teams i.e. global support teams, Product Mgmt, RD to bring escalated issues to resolution Resolves customer inquiries and issues on time, professionally and with a positive attitude to achieve customer satisfaction. Takes lead in working with team members and also assists junior support engineers on resolving customer issues. Mentors newer support engineers on product knowledge, systems and procedures. Create knowledgebase articles from resolved issues for future use by customers and internal personnel You will be responsible for providing after-hours support as part of an on-call rotation. Maintain high standards of excellence and strong work ethics while focusing on Quest Goals.
Qualifications: Excellent practical experience with trouble-shooting Database technologies e.g. SQL Server, Oracle, DB2 Good troubleshooting and analytical skills with Java based software and able to analyse Java type logs and thread dumps Sound Windows and / or Unix/Linux administration and platforms skills. Good working knowledge of command line queries like Bash/PowerShell/Dos and SQL. Knowledge of Virtualisation Software (including installing/Managing/monitoring and troubleshooting either VMware or Hyper-V environments.) Minimum 3 years experience in a fast-paced Global Technical Support role You must be an independent, self-motivated team player with people-oriented skills. You must be able to work under pressure assisting customers to resolve their issues effectively and efficiently. Can Do attitude with demonstrated willingness to learn new technologies. Capability to analyze complex cases and be able to provide root cause analysis on a specific case Must be fluent in English with excellent written and oral communication skills.