Associate Product Support Engineer

About the Role

SIOS Technology Corp. is seeking a talented and enthusiastic Associate Product Support Engineer to join our fast-paced and fun Customer Experience Team located on the University of South Carolina campus (Columbia, SC). The Associate Product Support Engineer is the first line of contact for customers experiencing issues with installation, configuration, operation, and management of the SIOS solution. As an Associate Product Support Engineer, you will be part of a 7x24 Support Team focused on worldwide customer support for the SIOS family of high availability clustering and continuous data protection products. You will be responsible for providing phone and email support to end customers, resellers, system integrators, and partners for the industry’s best solution for ensuring uptime of business-critical applications.

Responsibilities

• Provide day-to-day support to customers with valid support contracts to ensure that customer expectations are exceeded
• Identify, troubleshoot, and resolve issues reported
• Track issues using the provided support tools
• Own and manage issues through resolution, working with Engineering, Sales, and Product Management as necessary
• Ensure support service levels are met or exceeded
• Validate that customers have current support contracts
• Join After Hours support rotation
• Provide all levels of support and escalate to Engineering when necessary
• Work with Support and/or Product Development to troubleshoot and workaround product issues
• Create enhancement requests and product change requests when reported by customers
• Prioritize time and support cases

Requirements

• Practical knowledge of Cloud Deployments (such as AWS/Azure/GCP)
• Basic knowledge of Hypervisor technologies (such as VMware, Hyper-V, VirtualBox, OpenShift)
• Practical experience with Operating Systems
• Basic Knowledge of scripting languages (Perl / Bash / Python / JavaScript)
• Proficient with Collaboration Tools: Zoom, WebEx, GoToMeeting, Google Meets, FaceTime
• Proficient with Microsoft Office
• Proficient with Google Suite Applications (Gmail, Calendar, Drive)
• Associate's Degree or higher in Computer Science or related field
• At least 1-2 years of professional experience in Technical Customer Support

Preferred Skills

• Hands-on experience with Linux / Windows Operating Systems
• Hands-on experience with virtualization technologies
• Practical knowledge of Customer Relationship Management (CRM) systems: SalesForce (SFDC), ZenDesk
• Proficient in prompt engineering, AI research and notetaking, and other advanced AI tools

Benefits

• Attractive compensation package
• Group Bonus
• Incentive Stock Option
• Full suite of benefits
• Remote-first work arrangement
• Flexible working environment
• Unlimited Time Off
• 12 Paid Company Holidays

Schedule & Location

The R&D office is located in Columbia, SC, on the campus of the University of South Carolina (Innovation Center). You are more than welcome to work out of our office as much as you want or work from the comfort of your own home office; whatever works best for you. However, if you live in the surrounding area of Columbia, SC, we expect you to come to the office once a week. If you are working remotely, we expect you to come to a team/company event at the Columbia office no more than once a month. We prefer candidates who live in SC or the surrounding states of SC but we are open to other states in the Eastern or Central time zones. Reporting to the Director, Product Support Engineering, this position requires the ability to work remotely and participate in an After-Hours Pager rotation.