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Sr Customer Support Engineer

date September 1, 2021

address Quorum
132 East Broadway, Suite 747
Eugene, OR 97401

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Title: Sr Customer Support Engineer (CSE)

Reports To: VP Product and Technical Operations

Position Description:

Provide all tiers of technical support to QuorumLabs customers and resellers. Interface between Sales and Engineering to drive customer issues to resolution. Occasional assistance with setup of appliance software and hardware. Candidate will be required to work some emergency on-call rotation off-hours evenings and weekends.

Required Skills

  • Ability to diagnose and reproduce complex technical issues, involving hardware and software (Windows/Linux).
  • Good telephone and language skills combined with “unrufflable” patience.
  • Good written communication skills. Must be able to clearly communicate via email. Ability to write knowledge base articles.
  • Good Windows server administration skills. Good working knowledge of Windows. applications/subsystems Exchange, SQL, AD, VSS and the Registry.
  • Good Linux server administration skills. General knowledge of Linux CLI and how to perform common tasks. Comfortable with common unix utilities like sed, grep, SSH and TAR.
  • Understand basic concepts of virtualization. (preferable VMWare and XenServer Farms )

Desired Skills

  • Working with integrated hardware/software (appliances).
  • Experience in a company involved in the storage or data protection industry.
  • Experience using a Windows backup product like Symantec Data Vault or BackupExec.
  • Managed Service Provider (MSP) experience.

Required Experience

  • 3+ years experience providing technical support to end users and IT professionals. Preferably in small company or start-up environments.
  • BS in Computer Science or related degree or equivalent experience.

Company Background

Overview:

Well-funded startup (Fremont) with >25 staff years software product development. Over 500 customers and 1000 servers protected.

Sales Proposition:

QuorumLabs brings previously out-of-reach, Enterprise-class Business Continuity to the SMB through disruptive packaging and pricing of state-of-the-art storage and virtualization technologies.

QuorumLabs Solution:

onQ is a highly integrated and fully automated business continuity (HA/DR) solution that permits SMB customers to, literally, instantly recover in the event of any system, application or data loss. No additional hardware is required, and the solution installs in minutes (one click installation for each protected system). onQ continually backs up each protected system (RPO as low as 15 minutes), and, when required, will instantly bring up up-to-date, virtual recovery nodes right on the local or remote appliance (RTO as low as 1 minute). onQ is available for sale as appliances with annual subscription or perpetual license plus maintenance pricing, as well as through a SAAS model that enables MSPs to create their own Private Cloud to sell Business Continuity services (instead of traditional backup), where customers pay monthly fee per server, with annual commitment.

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