Senior Software Support Engineer leading resolutions for software, hardware, and network issues at CELUM. Fostering collaboration and continuous improvement within support and operations teams.
About the role
- Field Applications Engineer providing technical support and customer service in a fast-paced technical environment. Troubleshooting hardware and software issues for a global service network.
Responsibilities
- Provide frontline technical support to end-users via phone, email, and ticketing system.
- Diagnose and troubleshoot hardware, software, and network-related issues.
- Escalate complex problems to higher-level support teams when necessary.
- Perform physical installation, rack and stack, cabling, and networking of data center hardware.
- Assist in the deployment of server, storage, and networking equipment.
- Monitor and maintain data center infrastructure to ensure optimal performance and uptime.
- Perform regular maintenance and upgrades on data center hardware and software.
- Collaborate with data center staff to address and resolve technical issues.
- Conduct quality checks and test system functionality post-installation.
- Work with internal teams to gather client requirements and provide technical expertise during the post-sales process.
- Coordinate with the engineering team to ensure seamless integration of hardware solutions.
- Ensure compliance with data center policies and procedures.
- Document and report data center activities and incidents.
- Travel up to 50% of the time to customer sites and data centers.
Requirements
- Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering; or an Associate’s degree in Electrical/Electronics Engineering with equivalent relevant experience.
- 1+ year of experience in servicing complex X86 systems and parts.
- 1+ years of experience in a customer support role.
- Strong hardware system diagnostics skills and understanding of BIOS, drivers, and application-related issues.
- Ability to troubleshoot, problem-solve, and make decisions in a fast-paced environment.
- Experience with statistical Excel functions or database management.
- Ability to manage multiple cross-functional projects concurrently in a rapidly changing environment.
- Hands-on experience with enterprise-grade server hardware.
- Strong verbal and written communication skills with an emphasis on technical communication.
- Punctual, detail-oriented, and proactive in driving solutions.
- Experience working in large enterprise environments or certifications in Windows and Linux.
- Must have a valid driver’s license and a reliable automobile.
- Ability to lift/carry at least 50 lbs
- Capable of standing for extended periods to troubleshoot and repair equipment in a noisy environment (approximately 20% of the time)
Benefits
- comprehensive benefits package
- potential eligibility for bonus and equity award programs
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