Senior Customer Support Engineer

Summary

Join ZEDEDA as a Sr. CSE, Operational Support and deliver seamless post-sales support to Fortune 500 customers. This 24/7 role involves building strong customer relationships, improving documentation, and troubleshooting complex edge operations. You will proactively use analytics tools and strive to ensure customer success. The position requires strong technical skills and experience in Linux system administration, troubleshooting, and networking. You will also coordinate operational support activities and manage escalations. The ideal candidate will be an energetic self-starter committed to customer satisfaction.

Requirements

• BS Computer Science, Information Technology or similar experience
• 8+ years experience supporting technical end-users
• Excellent troubleshooting and root-cause analysis skills
• Excellent communication and written skills (English)
• Extensive experience with Linux system administration Linux troubleshooting are a must
• Knowledge of hardware system configuration and troubleshooting (IPMI system management, BIOS/UEFI configuration, various sub-systems firmware management)
• Experience with Type 1 and Type 2 hypervisors, including troubleshooting and performance considerations
• Comfortable with the deployment of virtual machines, containers (docker, etc.) to reproduce issues and create test scenarios
• Configuration, management, and troubleshooting of network adapters and interfaces, including virtual and physical NICs, VLAN tagging, etc
• Networking concepts and tools: IP, DHCP, DNS, NAT rules, Firewall configuration, routing, bridging, and proxies
• Networking troubleshooting competence using ping, traceroute, netstat, iptables, tcpdump and analyzing packet captures (Wireshark)
• Experience with SSH port forwarding, SOCKS proxies, and reverse tunnels for secure remote access
• Experience in Kubernetes cluster management: Deploying, scaling, and troubleshooting K8s clusters
• Configuration (datastore configuration, SSO set up..) of Azure or alternative clouds

Responsibilities

• Reporting to the Senior Director, Global Deployment and Operational Support Services, as Sr. CSE Operational Support you are responsible for delivering frictionless and smooth post-sales support to our Fortune 500 customers
• Operational Support runs 24x7x365 through a follow-the-sun coverage model
• You develop trusted technical relationships with our customers and also take the initiative to update documentation, write better procedures
• Edge Operations are technically complex and will present you with technical challenges calling upon your best troubleshooting and analytical competences
• Next to your technical focus you also coordinate pro-active operational support activities using state of the art analytics tooling
• You are an energetic self-starter fully committed to our customers’ success by putting yourself in our customer’s shoes and constantly striving to make sure they can use our product to the best of its and their ability, by
• Creating ecstatic customers
• Educating customers through ongoing knowledge transfers
• Ensuring frictionless operational support
• Escalation management
• On-call duties - follow-the-sun
• Radiate energy and enthusiasm

Preferred Qualifications

• Familiarity with various forms of pass-through (PCI, etc.) is a plus
• Familiarity with automation (such as Python and Shell scripting) to streamline deployments, system monitoring, etc
• Practical experience with REST APIs is a plus
• Scripting, testing and troubleshooting APIs (Postman, curl, python, using Swagger definitions, etc.)
• Infrastructure as Code principles. Experience with using Terraform, and troubleshooting Terraform configuration, state, providers, etc. is a plus