Product Support Engineer

At Turbonomic, we are committed to attracting and retaining a diverse and inclusive workforce. We will honor your experiences, perspectives, and exceptional identity. We believe that uniqueness enriches all of us by showing us a range of ways to understand and engage with the world.

Who We Are:

We work to deliver best-in-class software so that our customers can assure application performance and empower their people to focus on growing their businesses through innovation. Turbonomic created Application Resource Management (ARM) to assure customers’ application performance by eliminating infrastructure resource congestion across hybrid and multi-cloud environments.

In 2019 Turbonomic acquired SevOne, the leading provider of network management solutions for optimal network visibility and performance (NPM). The combined entity delivers customers better data, analytics, and decisions to comprehensively and continuously assure application performance. The powerful combination of Turbonomic’s Application Resource Management, SevOne’s leading Network Management Solution, and ParkMyCloud’s best-in-class resource scheduling ensures that Turbonomic is well-positioned to build the future of application performance.

What’s In It For You:

80%

  • Provides accurate and efficient support to SevOne customers with software and operating systems by researching and identifying applicable solutions.
  • Provides timely and clear communication to customers
  • Confirms and reports defects to development team once applicable analysis has been completed with customer
  • Develops and writes technical documentation for the SevOne Solutions Knowledge Base 
  • Support all components and process of the SevOne software
  • Support new and existing client software installations over the phone as well as via WebEx (desktop sharing) within established SLA's and SLO's
  • Responsible for addressing customer issues and seeking resolution and overall customer satisfaction.
  • Applying OS, DB, hardware and product updates to customers

20%

  • Perform other duties as required or directed.

What You'll be Doing:

  • Responsible for working collaboratively and individually to solve customer issues in a fast paced, ever changing and complex environment.
  • Directly responsible for providing timely responses to customers, supporting all components and processes of SevOne new and existing software.
  • Complexity of customer issues advance at this level as well as moderate guidance is provided in performing tasks. May be assigned to specific client or client group.

What Will You Bring:

Education: Bachelors or equivalent experience  

Experience: 

  • 3 years overall technical support with experience in the following areas:
  • Proficient with Linux OS (file and process management)
  • BASH shell scripting
  • SQL queries (mainly select and joint syntax)

Skills:

  • Excellent communication skills and strong desire to work with customers (namely network engineers, network managers and server administrators)
  • Exhibit good logical and analytical problem-solving skills
  • Ability to adapt quickly to changing, growth-oriented environment
  • Exhibit and deliver consistent detailed work product results and possess ability to independently see a project through to completion
  • Able to communicate technical information clearly and precisely to customers of varying technical knowledge levels
  • Exhibit initiative with new technical challenges as well as new technologies

Physical Demands -The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

Prolonged computer use (viewing a computer screen)

Ability to deal with various customer levels

Position may require shift work or extended long hours to resolve customer issues

Must be able to remain in a stationary position 50%

The individual in this position’s primary function is to communicate with customers who have inquiries or support issues. 

 Individuals must be able to accurately exchange information and utilize telephone, computer, etc. to resolve issues.

Benefits & Perks:

  • Health, dental and vision coverage – health is a #1 priority for us, we’ve got you covered.
  • Unlimited paid time off – flexibility boosts creativity and performance. Take time off to spend volunteering in your community or recharging - work-life balance is important.
  • Pre-tax benefits – medical, dependent care, commuter, 401k.
  • Paid Parental Leave
  • Short-Term and Long-Term Disability Insurance
  • Access to executives – learn and collaborate with leaders.
  • Career advancement – jump in, learn, grow and shape your career
  • Rewards and Recognition Programs
  • Employee Resource Groups – POCIT, DevelopHer, Parents at Turbo, Book Club
  • Wellness Initiatives - are you competitive? You’ll love the step competition with great prizes! Cooking more your speed? We have web cooking classes! Great wellness initiative running year round
  • Wellness Platform that offers allocation of points for different wellness benefits of your choice from the platform

Why Choose Turbo:

Turbonomic was recently named to the Inc. 5000 List of fastest growing private companies for the fifth time, and the Forbes Cloud 100 for the fourth time. We have also been named to Fast Company’s Best Workplaces for Innovators List, a testament to our people, culture, and technology. To scale our growth, we’ve locked in partnerships with Cisco, IBM, Microsoft, AWS, and DXC.

Our Company Culture:

Our company culture enables a workplace that values trust, transparency, and performance. This is emulated through our employees, who approach each day with a sense of fearlessness, collaboration, and curiosity. If that sounds like something you’d like to be part of, we’d love to hear from you. To learn more about our company culture, check out our careers page, blog, or connect with Turbonomic via LinkedInTwitterFacebook, and YouTube

Our Diversity, Equity, and Inclusion (DEI) efforts are a strategic imperative in driving the future of our business. DEI is directly linked to our ability to innovate and collaborate effectively to bring the best products to market. We welcome and embrace diverse thoughts, experiences, and ideas. Having a diverse and inclusive culture is fundamental to who we are, and we know it has a positive effect on our success. We have committed to two Parity Pledges: One for Women in Leadership Positions; and one in Support of People of Color.

We measure our work culture regularly to ensure that Turbonomic is a place where all our employees are respected and valued for who they are. DEI is not a “special initiative”, but a central element of our strategy.

Across the Turbonomic enterprise we encourage you to bring your uniqueness. Whether it is through our Community Outreach program, joining an Employee Resource Group, or participating in our Sustainability initiatives, if you have a passion for pushing the limit and are eager to make a difference, Turbo is the place for you.

We encourage you to apply even if you don’t check every single one of the boxes listed above!

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

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