Associate Product Support Engineer

Job Description

Job Description

Who We Are:

SIOS Technology is helping companies protect their most important applications from downtime and disasters. Come join our team and work with the world’s leading experts in application high availability and disaster recovery. We operate globally, recognize and reward talent, and work hard to keep SIOS a great place to work.

SIOS is headquartered in San Mateo, CA, with offices across North America, EMEA, and Asia-Pacific. Our Columbia, SC office, located at the University of South Carolina Innovation Center, was recognized as one of the state’s best places to work in SC for the past 7 consecutive years. 

What We Believe in:

At SIOS Technology Corp., we believe our greatest strength is our ability to grow, collaborate, and innovate with a diverse team of employees in a positive, inclusive environment. The rich contributions that SIOS employees around the world make to our team are informed and enhanced by their individual differences, life experiences, traditions, values, and talents. We are committed to nurturing a culture of inclusion and connectedness among team members from different races, ethnicities, nationalities, religions, beliefs, genders, sexual orientations, ages, and disabilities.

Position Overview:

SIOS Technology Corp. is seeking a talented and enthusiastic Associate Product Support Engineer to join our fast-paced and fun Customer Experience Team located on the University of South Carolina campus (Columbia, SC).

The Associate Product Support Engineer is the first line of contact for customers experiencing issues with installation, configuration, operation, and management of the SIOS solution. As an Associate Product Support Engineer, you will be part of a 7x24 Support Team focused on worldwide customer support for the SIOS family of high availability clustering and continuous data protection products. You will be responsible for providing phone and email support to end customers, resellers, system integrators, and partners for the industry’s best solution for ensuring uptime of business-critical applications.

Reporting to the Director, Product Support Engineering, this position requires the ability to work remotely and participate in an After-Hours Pager rotation.

• Provide day-to-day support to customers with valid support contracts to ensure that customer expectations are exceeded

• Identify, troubleshoot, and resolve issues reported

• Track issues using the provided support tools

• Own and manage issues through resolution, working with Engineering, Sales, and Product Management as necessary

• Ensure support service levels are met or exceeded 

• Validate that customers have current support contracts

• Join  After Hours support rotation

• Provide all levels of support and escalate to Engineering when necessary

• Work with Support and/or Product Development to troubleshoot and workaround product issues

• Create enhancement requests and product change requests when reported by customers

• Prioritize time and support cases

What you will bring:

• Practical knowledge of Cloud Deployments (such as AWS/Azure/GCP) 

• Basic knowledge of Hypervisor technologies (such as VMware, Hyper-V, VirtualBox, OpenShift)

• Practical experience with Operating Systems

• Basic Knowledge of scripting languages (Perl / Bash / Python / JavaScript)

• Proficient with Collaboration Tools

  • Zoom

  • WebEx

  • GoToMeeting

  • Google Meets

  • FaceTime

• Proficient with Microsoft Office

• Proficient with Google Suite Applications (Gmail, Calendar, Drive)

Preferred Skills:

• Hands-on experience with Linux / Windows Operating Systems

• Hands-on experience with virtualization technologies

• Practical knowledge of Customer Relationship Management (CRM) systems 

  • SalesForce (SFDC)

  • ZenDesk 

• Proficient in prompt engineering, AI research and notetaking, and other advanced AI tools 

Education/Experience Requirements:

• Associate’s Degree or higher in Computer Science or related field.

• At least 1-2 years of professional experience in Technical Customer Support