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Technical Support Engineer ll
Ref No.: 17-04287
Location: Boston, Massachusetts
Position Type:Direct Placement
Start Date: 04/07/2017
About Us
Zerto provides enterprise-class disaster recovery and business continuity software specifically for virtualized data centers and cloud environments.

Zerto's award winning solution provides enterprises with continuous data replication & recovery designed specifically for virtualized infrastructure and the cloud. Zerto Virtual Replication is the industry's first hypervisor-based replication solution for tier-one applications, replacing traditional array-based BC/DR solutions that were not built to deal with the virtual paradigm.

Today, enterprises of all sizes are deploying applications on virtualized IT infrastructures and clouds. The values of virtualization including flexibility, scalability and mobility can complicate business continuity efforts in times of disaster. The advantages of virtualization can be in conflict with your ability to recover the business in the event of disaster. Not so with Zerto's virtual-friendly continuous data replication.

Zerto was founded in 2010 by a team of storage industry veterans. Ziv Kedem, Zerto's founder and CEO, previously co-founded Kashya (acquired by EMC in 2006). Backed by 83North (formerly Greylock IL), Battery Ventures, Harmony Partners, RTP Ventures and USVP, Zerto is dual-headquartered in Israel and the United States.
Why work with our group
Zerto solutions are also backed by global support service centers that provide on-demand access to an expert team of support engineers 24x7. A commitment to excellence and customer advocacy pervades the Zerto Support Engineering team and the work environment fosters intellectual stimulation through exchanges with internal and external customers. All customers, regardless of support level, can access the Zerto Support Portal, which includes a knowledge base, documentation and forums for do-it-yourself answers to most common questions.

Zerto's customer base is growing rapidly, and with it grows the challenge to provide professional technical support. The Zerto Engineering Support team supports a growing number of partners and s – enterprises maintaining BC/DR in virtual environments. We provide time-zone optimized coverage throughout multiple global support centers.
Zerto Support Engineering team members are the "best of the best” supporting business-critical applications and services in a virtual BC/DR infrastructure.

Job Description
As a member of our Zerto Engineering Support, you will provide advanced technical support to our clients who are working to deploy and maintain Zerto solutions and related tools.

  •  Respond to escalated technical issues surrounding the Zerto platform, primarily by web portal, telephone and e-mail
  •  Interfaces directly with customers at different stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution
  • Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting
  •  Work directly with other technical support staff, quality assurance, development, and the Account Team to resolve problems
  • Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
  • Thoroughly documents all issues, develops and reviews content for knowledge base
  •  Help test beta products, and pre-GA versions
  •  Participate in on-call program

  • Minimum of 3-5 years of experience in Enterprise\Datacenter software or SaaS solutions support
  • Knowledge of TCP/IP, DNS and other networking concepts.
  • Customer focused and team oriented.
  • General understanding of virtualized environments. Knowledge of VMware, AWS and Hyper-V desired.
  • Linux or UNIX administration skills & familiarity with the installation and configuration of Linux or UNIX operating systems & setup and operation of TCP/IP networking on Linux or UNIX systems
  • Understanding of storage sub systems.
  • Must have a passion for troubleshooting client problems and satisfying customer needs
  • Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic.
  • Excellent interpersonal skills
  • Excellent spoken and written English

Highly Preferred
  • Experience with VMware vSphere family
  • Experience in MS Hyper-V product/solution
  • Experience in AWS virtualization
  • B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experience
  • VCP certification
  • Cloud Computing experience
  • Computer Science degree