[Hiring] Technical Support Specialist III @Superna

Role Description

Your position will be that of a Technical Support Specialist III. Your responsibilities will include, but are not limited to:

• Assist customers in resolving issues arising from new and existing Superna Eyeglass product deployments.
• Work well with customers, document and translate customer problem statements, and perform root cause analysis to resolve or workaround customer issues.
• The software solution focuses on a Data Protection Suite for Dell EMC Isilon NAS-based clusters, VAST, Qumulo, and AWS, including Disaster Recovery, Security, and Auditing modules.
• Flexible working hours are mandatory as Superna’s customers are global. This role is remote-based in North America.

Qualifications

• Advanced diagnostic and root cause analysis skills.
• Knowledge of Python, PowerShell, or Bash.
• Familiarity with VMware, AWS, Azure, and Google Cloud.
• Expertise in protocols, firewall configurations, and security best practices.
• Proficiency in Windows Server, Linux, and other specialized systems.
• Knowledge of SAN, data replication, and business continuity.
• Exceptional written and verbal skills for internal and customer interactions.

Requirements

• Respond to customer requests within prescribed SLA.
• Provide written responses and schedule remote troubleshooting sessions.
• Review Level 1 responses for consistency with product documentation.
• Host failover support calls and address objections while de-escalating customer concerns.
• Test and document product use cases as requested by Product Management.
• Ensure Level 1 and Level 2 teams follow processes correctly through case reviews and monitoring.
• Perform Level 1, 2, and 3 support for customer issues.
• Act as an escalation point for Level 1 and Level 2 team members.
• Assist Installation and Services teams during service delivery.

Benefits

• Provide on-call escalation support during evenings and weekends, 1 week per month, with additional compensation.

Advancement Criteria

• Mastery in processes and ability to identify improvements.
• Strong communication and decision-making skills for escalations.
• Outstanding ability to resolve issues with minimal investigation.
• Proficiency in handling customer escalations and satisfaction issues.
• Engage in post-incident reviews and improve support processes.

Reporting

This role reports to the Manager of Global Escalations.