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Senior Customer Support Engineer
Ref No.: 17-09306
Location: Westborough, Massachusetts
Position Type:Direct Placement
Start Date: 09/28/2017
My direct client in Westborough, MA is hiring a Senior Customer Support Engineer to provide advanced technical support to its customers and partners. You will apply system level expertise to resolve complex customer issues while being an active member of the team.

Location: Westborough, MA – fully onsite (8-5pm, 9-6pm, 11-8pm shifts available)
Duration: Full-time permanent placement
Salary: Competitive with full benefits dependent upon experience
Start Date: ASAP

  • Provide remote support services for clients' customers, partners, and field personnel
  • Listening to and understanding customer's needs and assisting to meet those needs within the required timeframe.
  • Manage hot customers and escalations
  • Develop and implement customer specific action plans
  • Providing excellent communication externally and internally
  • Support special programs and projects
  • Assist customers with installations remotely and provide training to customers
  • Develop knowledge based articles
  • Ability to work autonomously as well as in a team
  • Work well in a startup environment
  • Some light travel
  • 5-10+ years Networking and Unix knowledge is a must
  • Working experience in one or more of the following backup applications: (BackupExec, ARCserv, Netbackup, CommVault, TSM, Veeam)
  • Scripting (Perl, shells) is a plus
  • Storage experience is a plus
  • Strong system trouble shooting skills
  • Strong organizational skills
  • Strong account management skills
  • Able to work closely with all levels of customers, internal engineers and management on complex issues
  • Excellent verbal and written communication skills
  • The ideal candidate will possess an entrepreneurial spirit and knows how to win. In addition, the candidate must be hard working, driven, competitive and highly creative.