Technical Support Engineer (TSE 3)
Datrium
 Sunnyvale, CA
Founded by experts from Data Domain and VMware and backed by leading venture capitalists such as NEA and LightSpeed Ventures, Datrium frees IT from complexity by combining primary, backup, disaster recovery, encryption and mobility in a single platform, called Automatrix.

On top of that platform, we offer Datrium DRaaS, the industry’s first software-defined on-demand disaster recovery with VMware Cloud on AWS for on-premises systems. Now you can eliminate secondary physical DR sites and only pay for DR if you have an actual event. It keeps data safe and secure, and it enables users to confidently execute failover and failback with the click of a button all via an on-demand model. 

The is a fantastic opportunity to be a part of something special where you can make a difference!

We are looking for a highly skilled support engineer with experience troubleshooting enterprise datacenter technology. Empathetic, customer first mentality is crucial. Passion for problem solving coupled with strong communication skills is ideal.

We are a close-knit team dedicated to making our customers happy. We operate as an extension of our customer’s IT staff -- any problem they have is our passion to resolve.
Our diverse background includes support for many enterprise datacenter technologies, which allows us to quickly identify and resolve issues within our product and beyond. We set ourselves apart through proactive support with automation, detecting issues before our customers are even aware.


The Technical Support Engineer will:

  • Respond to customer-initiated and automation-initiated trouble tickets within defined SLA’s
  • Determine severity, impact and the technical nature of the incident
  • Conduct initial problem determination and provide solutions for known issues
  • Quickly determine if there is a need to escalate trouble-tickets
  • Capture all diagnostic steps and summaries of customer-facing communications in the CRM
  • Delight the customer – always!

Basic Qualifications:

  • Technical Degree (Bachelors or higher) or Equivalent experience
  • Excellent written and verbal English skills
  • Ability to quickly prioritize customer issues
  • Strong understanding of SalesForce Database CRM
  • Cloud Storage (AWS preferred, Azure)
  • Datacenter Storage (NFS preferred)
  • Datacenter Networking
  • Hypervisor (Server Virtualization) VMware ESXi required
  • Containers (Kubernetes preferred, Docker)
  • RHEL bare-metal
  • Linux familiarity
  • Python scripting
  • SQL Database

Preferred Skills:

  • Demonstrated Technical competency
  • AWS Cloud Storage
  • NFS Datacenter Storage
  • Kubernetes Containers
  • Strong understanding of Knowledgebase and Call Center Telephony systems. 

Datrium embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be.

Datrium embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be.