Senior Customer Support Engineer

Greenbrae, California / Remote

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.

Responsibilities

  • Provide tier one and tier two technical support for Gemini products and tier one support for Splunk products.
  • Working from home or in an Gemini Inc facility, 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 in maintaining relationships with vendors and partners.
  • 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.

Technical Requirements

  • Experience with Remote Customer Support activities.
  • Strong Knowledge of Linux on x86 server platforms.
  • Strong knowledge of network and application protocol stack including TCP/IP, UDP, SNMP, SMB/CIFS, (S)FTP, general Routing.
  • Experience with SIEM (Security Information and Event Management) systems
  • Deep understanding and practical experience with Information Security concepts, tools and processes.
  • Proven Splunk experience, Splunk certifications are preferable.

Soft Skills Requirements

  • 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 having the ability to successfully manage multiple issues at once
  • Strong work ethic and high moral standards.