San Jose, California - 2024-02-28 Senior Technical Support Engineer

If you’re one to rise to a challenge, this opportunity is for you. Your resume is great, but we also want to know what drives you. We’re big on culture and look for employees who can grow both professionally and personally with us.

At TSP, we make sure our employees have the opportunity to build fulfilling careers. Why? Because if our people aren’t taken care of, our customers won’t be either. TSP was founded on the belief that our product is our people, and our commitment to those employees is written into our company values.

SCOPE OF WORK:  

The Technical Support Engineer will possess practical expertise and a comprehensive understanding of cooling necessities for both data centers and equipment. This encompasses proficiency in data center IT and server setups, various server cooling methodologies, and the requisite capacity for supporting cooling components and data center power. Hands-on familiarity with the installation, setup, and upkeep of IT, mechanical and electrical systems within data centers is important to this engineer to be successful. Will provide support through both on-site and remote channels, catering to clients within the United States and worldwide (up to 75% travel).

THESE ARE THE JOB DUTIES AND RESPONSIBILITIES OF A TECHNICAL SUPPORT ENGINEER:

  • Provide timely and precise remote technical assistance for deployed solutions
  • Adhere strictly to predefined service level objectives for resolving issues
  • Take proactive ownership of assigned support cases from creation to resolution, encompassing documentation, remote diagnosis, troubleshooting, lab replication, escalation management, and resolution delivery
  • Collaborate closely with support, engineering, QA, and operations teams to address intricate problems
  • Manage RMAs from start to finish, ensuring accurate and prompt dispatch of parts and field resources and facilitating the return of malfunctioning parts for analysis
  • Keep partners and customers informed of critical case statuses, actions, and findings, including sharing photos and videos provided by partner or customer
  • Follow up promptly with partners and customers to provide updates on issue resolution activities
  • Develop knowledgebase articles and contribute insights to enhance field support features and product documentation

YOU SHOULD BE ABLE TO HANDLE EVERYTHING ABOVE BECAUSE YOU HAVE EXPERIENCE LIKE:

  • Hold a BS degree in computer or electrical engineering, or a relevant field
  • Possess a minimum of five years experience in delivering remote support for enterprise data center technologies
  • Demonstrate a deep understanding and hands-on experience in server hardware configuration and/or repair
  • Proficiency in Linux is a plus
  • Familiarity with installing, configuring, and maintaining mechanical and electrical data center systems
  • Knowledgeable about data center (DC) cooling technologies, infrastructure power, and cooling requirements, including various cooling environments and configurations
  • Experience with customer support case management systems and associated procedures
  • Detail-oriented with strong technical troubleshooting and problem-solving skills/capabilities
  • Exhibit strong communication skills with customers and internal teams, along with a track record of effectively managing customer support cases to resolution
  • Display self-motivation, team spirit, and excellent time and multi-project management skills
  • Willingness to travel domestically and internationally as necessary.  Must posses a passport to travel internationally. 

ADDITIONAL INFORMATION ABOUT THIS ROLE:

  • Job type: full-time with benefits
  • Pay: $80,000.00 – $100,000.00 per year
  • View our benefits information: https://marketing.mytsp.net/tsp-benefits
  • Candidates must be authorized to work in the United States

WE ARE TSP

TSP is award-winning, customer-endorsed, and minority-owned. We provide custom, flexible, and flawlessly executed IT services and talent solutions throughout the United States and Canada.

We create great customer experiences by saving you time and money. We’re driven by integrity — we do what we say we will do — exceeding expectations. Our value-based pricing focuses on your business objectives, making your success our top priority. We don’t manufacture devices or sell software — our product is our people.

TSP is an equal opportunity employer and welcomes applications from all qualified persons without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

#DICE

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