Technical Support Engineer - Silk

As a Level 3 Technical Support Engineer , you will be a member of the support team that solves challenging Silk technical issues for our customers. This role is critical to the success and satisfaction of our customers.

You will identify and drive product and customer experience improvements by providing insights in a well-articulated, data-driven manner that identifies the product/service challenges of our customers. You will work directly with customers and with other engineers to troubleshoot, upgrade, debug, and help resolve customer issues effectively and professionally. Also, you will work with colleagues in Cloud Infrastructure and Development Engineering to implement and influence new offerings using Silk solutions and other supporting technologies. .

• Provide in-depth technical support and corrective maintenance, work directly with customers, remotely as well as on-site, if required.
• Independently investigate and troubleshoot customer problems to resolution.
• Conduct preventative maintenance, such as software upgrades and best practice implementations.
• Collaborate with Global Support and Engineering on advanced issues.
• Effectively advocate for improvements on the customers’ behalf to Engineering and Product teams.
• Write technical whitepapers and application notes.

Silk makes it possible for organizations to cloud their way.

Helping organizations win in the cloud is what we do. Our culture is who we are. We are empowered. We are positive thinkers. We think boldly and always speak our minds. We go big, or we go back to the drawing board. We work together as one, but we push each other to the limit. We turn customers into believers, attempt the impossible and play to win, but always as a team. These values have driven our growth and continue to fuel our aspirations. If you are excited to work in a fast-paced environment with a team that values agility, collaboration, curiosity, and passion, we want to hear from you

An Inclusive Place to Work

At Silk, we strive to embody an equitable, diverse, and inclusive company culture. We understand that while work is just one aspect of who we are, a truly inclusive culture accounts for the full authenticity of every single human being that works here. 

Silk does not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. Studies have found that people of color and women do not apply to jobs if they do not meet all the requirements. At Silk we are committed to empowering a diverse workforce. We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. 

About Silk 

Silk enables organizations to migrate and run their most complex business-critical applications in the public cloud while continuously optimizing performance, reliability, and costs. Silk’s data services eliminate the need to copy production data for Dev/Test teams, increasing their agility and enabling production data to be leveraged for Generative AI. Silk leverages over 20 technology patents so customers can effortlessly unlock the full potential of the public cloud in a fraction of the time. Silk is headquartered outside of Boston, MA.

Requirements:

• Excellent customer service skills and a customer-focused mindset
• Strong problem-solving skills: troubleshooting, problem analysis, and resolution determination while using good judgment/decision-making abilities
• Strong written and verbal communication skills (spoken and written English is mandatory)
• Willing to learn new things and adapt quickly
• Ability to multi-task
• Excellent organizational skills and attention to detail
• A genuine passion for technology and a desire/ aptitude to increase the technical skill level required.
• Self-motivation and an ability to take initiative.

Technical Skills Required

• Strong knowledge of Linux Administration
• Strong knowledge of Microsoft Azure and Google Cloud Platform
• Strong knowledge of Enterprise SAN Storage fundamentals
• Strong knowledge of networking.

Technical Skills Preferred

• iSCSI protocols and Ethernet
• MS Windows operating systems
• Scripting skills including Python, Bash and PowerShell
• Hypervisor operating systems (ESX/VMWare and MS Hyper-V)
• Database software, preferably Oracle and MS SQL
• Automation tools such as Terraform and Ansible
• FC protocols

Experience

• Five or more years’ experience working in a “customer-facing” role as a technical support engineer including dealing with high severity/critical customer engagements.
• Experience in systems deployment/administration, network operations, software support or IT Consulting with recent work experience in a customer-facing role is a major plus.

Silk recognizes that talent and potential come in all forms and that years of experience does not guarantee on-the-job success or leadership potential. Our hiring process involves recognizing a person’s achievements, skills & knowledge, and passion; not just check-marks next to a job description. If you have an interest in any of our roles, please do not hesitate to apply - we would be happy to speak with you.