Customer Support Engineer

Bracknell, UK

Change how organizations think about and make use of their data.

We’re looking for humble but ambitious, razor-sharp professionals who can grow with us and the technologies we bring to the world. We embrace those who see things differently, aren’t afraid to experiment, and who have a healthy disregard for constraints.

That's where you come in.

You are the backbone of the Gemini Customer Success organization. This is a highly visible, customer facing position within Gemini, Inc. Position is located at our San Francisco HQ with remote available. To apply, send resume to jobs@geminidata.com.

Job Description

  • Provide tier one technical support for Gemini and Splunk products.
  • Participate in daytime and night/weekend on-call rotation schedules.
  • Manage the issues/customers by under-promising and over-delivering. Customer satisfaction comes first.
  • Maintain detailed case history and escalate issues appropriately.
  • Ownership of support tickets throughout the entire troubleshooting process.
  • Provide product training as needed for customers and partners.
  • Provide assistance to Gemini Logistics team
  • Engage 3rd party vendor support on behalf of customers and follow up until a suitable resolution is provided.
  • Provide support to Gemini Sales and Professional Services with asset management and field support tasks.
  • Attend training sessions as necessary.

Technical Requirements

  • Knowledge of Linux on x86 server platforms
  • Knowledge of network and application protocol stack including TCP/IP, UDP, SNMP, SMB/CIFS, (S)FTP, general Routing.
  • Understanding of Information Security concepts, tools and processes.

Soft Skills

  • Excellent verbal and written English communication skills.
  • Self managed, detail oriented individual that enjoys the challenge of technical troubleshooting.
  • Proactive person who is able to take initiative and think outside of the box when faced with new situations.
  • Empathic, calm and able to reduce tension when dealing with a stressful situation.
  • Multi-tasking and multiple issue management
  • Strong work ethic