C OMPANY : D ATA C ORE S OFTWARE C ORPORATION
P OSITION : J R .
T ECHNICAL S UPPORT E NGINEER
D EPARTMENT : C USTOMER SERVICE
L OCATION : USA – FORT L AUDERDALE , F LORIDA
B RIEF D ESCRIPTION
Provide higher-level product support to customers via the telephone and/or Internet (e.g., chat, email). Assess nature of product or service issues and resolve extremely technical or sophisticated support problems. Maintain log of product issues and convey customer feedback to product development staff. Possess expert knowledge of organization's products. May assist field technicians who are troubleshooting problems.
DUTIES AND RESPONSIBILITIES
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Provides following services to world-wide OEMs, partners and end-user customers primarily through the home office but also on-site whenever necessary: o Troubleshooting and diagnostic support o Problem resolutions o Product installations o Product familiarization training
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Provides technical support through E-mail, Telephone, Chat and Incident Tracking Database
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Keeps Incident Tracking Database up to date with new solutions.
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Remains current on all DataCore products
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Performs testing on engineering releases and determines suitability for customer shipment and
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 problem resolution
Works closely with Engineering to provide input on open issues
Works with Customers on all issues, including those at engineering level, and provides status concerning issues that involve longer term solutions by providing temporary solutions.
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Notifies affected customers and distributes permanent solutions when they become available.
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Office hours are 11:00 am to 7:00 pm. Shares in on-call rotation for support coverage which is approximately one week per month which includes weekend and holidays.
R EQUIRED SKILLS :
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Excellent English written and verbal communications skills
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At least 2 years’ experience of Technical Support on complex software products
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Experience with both Windows 2012 and UNIX or other operating systems
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Familiarity with IT practices in a data center
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Networking experience (LAN/WAN and/or other)
Created by DataCore People Department
March 2014

DESIRED SKILLS
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Integration experience
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Familiarity with Storage Industry
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Familiarity with Server Virtualization products
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Backup technology experience
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Application experience (Exchange, Notes, SQL, Oracle, etc.)
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Microsoft certification preferred
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Multi-lingual
Created by DataCore People Department
March 2014