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Federal Technical Support Engineer Jobs in Colorado

Datadog

Federal Support Engineer 3

Denver, CO · Hybrid

The Datadog Federal Support Engineering team is dedicated to serving as highly trusted technical advisors for our Public Sector customers, who operate within some of the most highly regulated and ...

Datadog

Federal Support Engineer 3

Denver, CO · On-site

$92K - $122K/yr

The Datadog Federal Support Engineering team is dedicated to serving as highly trusted technical advisors for our Public Sector customers, who operate within some of the most highly regulated and ...

Quantum

Eng- SW Tech Spec I

Centennial, CO · On-site

Technical Support Engineer: Provides technical support to field engineers, technicians, and product ... pursuant to federal employment laws.For further information, please review the Know Your Rights ...

Quantum

Eng- SW Tech Spec I

Centennial, CO · On-site

Technical Support Engineer: Provides technical support to field engineers, technicians, and product ... federal employment laws. For further information, please review the Know Your Rights notice from ...

Quantum US

Eng- SW Tech Spec I

Centennial, CO · On-site

Technical Support Engineer: Provides technical support to field engineers, technicians, and product ... pursuant to federal employment laws.For further information, please review the Know Your Rights ...

Quantum US

Eng- SW Tech Spec I

Centennial, CO · On-site

Technical Support Engineer: Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro ...

Quantum

Eng- SW Tech Spec I

Centennial, CO · On-site

Technical Support Engineer: Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro ...

CloudShare

Technical Support Analyst

Denver, CO · On-site

$60K/yr

You will work closely with customers, Customer Success, Product, and Engineering teams to resolve ... Provide technical support to customers via ticketing systems, email, Zoom, and other communication ...

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All JobsFederal Technical Support Engineer JobsFederal Technical Support Engineer Jobs in Colorado

Technical Support Engineer, L2

Wheat Ridge, CO • On-site

Data Direct Networks
See more jobs at Data Direct Networksexternal

Full-time

Posted 16 days ago

Key responsibilities

  • Apply advanced technical expertise to resolve highly complex customer issues related to systems and storage environments.

  • Communicate technical issues and resolutions effectively to customers and internal teams, maintaining clear and timely updates.

  • Identify, document, and report design, reliability, and maintenance issues, and develop or recommend solutions to improve customer satisfaction.

Job description

Job Summary:
In this customer-facing role, you'll apply advanced systems-level technical expertise to resolve highly complex customer issues, whether they come in through automated dial-home alerts, technical calls from Tintri customers and customer engineers, or remote maintenance and web support requests. You'll use independent judgment to work through problems and collaborate closely with engineering and other technical teams to build knowledge and drive resolution. Because this is a 24x7x365 organization, shift work, holidays, and on-call responsibilities may be required.
Responsibilities:
Responsibilities for this role include but are not limited to:
  • Always take care of the customer. Customer Satisfaction is job #1.
  • Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system-level issues.
  • Effectively communicates procedural and technical issues to internal and external customers in a fast-paced and customer-critical environment. Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution.
  • Identifies and provides resolutions to a diverse range of complex technical problems and mentors others in providing validated technical information, support process instructions, and special support requirements.
  • Contributes to a centralized problem identification and resolution database and may provide senior or expert-level tasks like Engineering for assigned products or skills. Uses judgment, creativity, and sound technical knowledge to obtain and recommend solutions.
  • Identifies, documents, and reports design, reliability, and maintenance issues.
  • Understands and leverages Tintri's technical communication structure and has a sphere of influence that extends well outside of the department
  • Effectively leads efforts in facilitating problem recreation and failure analysis of systems-level issues and recommends and utilizes a wide variety of test equipment, diagnostic tools, and techniques used in problem resolution.
  • Develop and implement resolutions to identified problems, and follow standard practices and procedures.
  • Identifies records and works with management to proactively revise current procedures and tools to improve customer satisfaction
  • Develops broad knowledge of the organization's mission and strategy and relates it to day-to-day issues.
  • Challenges existing processes based on industry best practices and enhances these for the benefit of all.
  • May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales, and other Tintri Technical Support co-workers as appropriate.
  • Monitors and tracks all service calls, provides call status updates at regular intervals, and communicates status to customers using Call Tracking Databases.
  • Validates technical information issues early warnings and disseminates information as needed.

Skills and Qualifications required for this role include:
  • 5 years of experience in Enterprise level Technical Support
  • Microsoft Hyper-V MCS, VMware VCP, Platform9 certification, or equivalent hands-on experience administering and managing enterprise virtualization and hypervisor platforms.
  • TCP/IP-based networking and troubleshooting skills
  • Hands-on experience with enterprise storage systems (SAN/NAS, NFS, iSCSI, or Fibre Channel), including RAID concepts and storage array troubleshooting, required
  • Performance and Network Optimization, Log Analysis experience
  • Ability to communicate verbally and in writing.
  • Fluency in English is required
  • B.S. in Computer Science, Electrical and Computer Engineering, Math, or equivalent work experience

Pluses
  • Python scripting, Ansible
  • Experience with Wireshark and packet-level analysis
  • Experience with SQL database, MongoDB, Oracle, or another database
  • Experience with Docker and Kubernetes

Apply