[gnhlug-jobs] Opening - Technical Support Engineer - Lowell

[Richard Kolb II]

I recently started working for CSPi and we have an opening for a Technical
Support Engineer. Here are the details, if you apply please let me know.

*Technical Support Engineer*

CSPI’s Myricom products provide extreme performance 10-Gigabit Ethernet
Connectivity through a combination of its popular and versatile network
adaptors (Network Interface Cards) and specialized software, all backed by
its unmatched customer support team.  Myricom’s Myri-10G family of network
adapters allows stellar performance for applications such as line-rate
packet capture, ultra-low latency IP performance, and content creation,
editing and delivery.
CSPi has an immediate opening for a Technical Support Engineer to join our
fast paced team at our division office located in Lowell, Massachusetts.
As a Technical Support Engineer you will provide individual and team-based
world class technical support to CSPI’s global customer base and partners
by defining, diagnosing, and resolving their technical and operational
concerns.

*What We Will Give You:*

   - *A Great Team*
   Smart people – from individual contributors who have believed in the
   company for 30 years to individuals who are new to the group.  Great
   energy, open minds.  You will have the ability to influence decision making
   because all ideas are heard.


   -
*Competitive Pay & Benefits, with the tools to do your job *We work to stay
   competitive with our roles and benefits.  We survey like-minded companies
   and work to stay flexible.


*As a Technical Support Engineer you will *

Communicate with our customers primarily in writing using our support
portal.  Occasional telephone follow-up.

Triage and prioritize issues of varying severity effectively managing
escalations and providing solutions

Troubleshoot diverse issues to code level including installation, drivers,
etc.

Run commands and gather output and interpret results

Maintain the highest level of customer satisfaction through direct and
written communication from case inception to resolution. Provide customers
with regular updates to achieve timely resolution. VOICE OF THE COMPANY

Look for ways to better *support *the customer including getting feature
requests implemented and finding/reporting bugs that largely go unnoticed

Create and maintain effective knowledge base articles in the Salesforce
Service Cloud CRM application.

Support specialized application end users, programmers, and network
engineers.

Interface daily with Sales and Engineering, escalating issues as required.

Be passionate about providing exceptional *support *to the customer. Go way
beyond just answering the question/solving the issue, including sharing any
background knowledge required to fully understand the issue and providing
insight into any relevant areas.

*In a perfect world you would a have*

 Exceptional troubleshooting capability and desire to find root cause,
looking at all possible angles and using whatever methods and time
necessary to get to a solution.


   - Experience in knowledge development / sharing.  Materials could vary
   in length and depth, using formatting, graphics, etc., with focus on clear,
   detailed, well organized explanations with respect to audience background.
   Provide customers with published documentation for *support *and custom
   deployments-this would include customer education on various deployment
   models and possible scenarios. Document steps taken from analysis to
   resolution and provide thorough Action Plans to drive issues to more
   complete resolution and to provide Root Cause Analysis when required for
   internal knowledge base. Discover new defects in updated releases of
   software and provide development team with step-by-step details containing
   possible workarounds and reproduction steps necessary. Contact point for
   Development team involvement when customers experience hard set defect with
   no known workaround or patch release which contains the resolved fix.

*Education/Experience*

Associate degree in IT or equivalent experience. A BS in computer science a
plus.  You will need to understand computer networking in some detail:
switches, routers, network cards, TCP/IP, etc.

3-5 years’ experience in technical support

Proficiency in a programming language

*Why CSPi?*

We are changing and growing – CHANGE IS GOOD – You can make a difference.

CSPi’s High Performance Division leverages state of the art technologies in
innovative ways for the design and manufacture of products optimized for
specific vertical market applications.  From small business in the media
and entertainment field to high profile defense programs, we work closely
with our customers to understand their needs and deliver products that help
them achieve their business goals.

CSPi is an Equal Opportunity/Affirmative Action Employer. All qualified
candidates will receive consideration for this position regardless of race,
color, creed, religion, national origin, age, sex, citizenship, ethnicity,
veteran status, marital status, disability, or any other characteristic
protected by applicable law

Send resumes to Bobbi O’Rourke @ bobbi.orourke at cspi.com.


Richard Kolb II
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