Address About Delphix
Delphix is the industry leader for DevOps test data management.
Businesses need to transform application delivery but struggle to balance speed with data security and compliance. Our DevOps Data Platform automates data security, while rapidly deploying test data to accelerate application releases. With Delphix, customers modernize applications, adopt multi-cloud, achieve CI/CD, and recover from downtime events such as ransomware up to 2x faster.
Leading companies, including Choice Hotels, Banco Carrefour, and Fannie Mae, use Delphix to accelerate digital transformation and enable zero trust data management. Visit us at www.delphix.com. Follow us on LinkedIn, Twitter, and Facebook.
The Team
As a Customer Support Team, we provide the highest level of professionalism and timely assistance to our customers. We help our customers reap the full benefit of their Delphix Engines.
The Role
Delphix strives to deliver the highest level of professional support to its customers through several different venues. As front-line support, you will often be the first avenue with whom our customers interact. As a Technical Support Engineer, you are responsible for taking and working cases, answering incoming support phone calls, monitoring self-service support channels, and creating and improving knowledge content. You will become a Delphix product expert, able to explain product nuances to customers and contribute to the knowledge base to better enable customer self-service. You will also be expected to troubleshoot customer issues, analyze logs, file bugs, devise and implement workarounds, and aid customers concerning technical issues that may arise with the product and related technologies and environments.
Responsibilities:
Perform case backlog management and provide customer communication as defined by documentation standards.
Reproduce product issues in-house, recommend solutions/workarounds and collaborate with Engineering on escalated issues.
Work cross functionally with Engineering, Professional Services, Pre-Sales and other groups.
Create new and improve existing knowledge content that is shared with customers and co-workers.
Occasional travel may be required, generally two week a year or less.
This job may require working one weekend day (either Saturday or Sunday but not both) and also requires holiday coverage via rotation across the team.
Qualifications
Bachelor's degree in Computer Science or equivalent experience
Excellent verbal and written communication skills
Strong interpersonal and customer relationship skills
Demonstrated history of strong analytical, troubleshooting, and debugging skills
Unix and Linux system administration skills
Experience with a RDBMS, especially backup and recovery for Oracle and MS SQL Server
Operating System Skills: Linux, Unix, Windows Server
Network Troubleshooting (TCP/IP, routing protocols)
Preferred Qualifications
Extensive experience with the Oracle RDBMS product, including clustering, recovery, and multi-tenant configurations
Experience with data virtualization, hypervisors and cloud
Ability to read "C" or Java code
Ability to script in Shell, Python, etc.
Experience with data masking or ETL technologies
Experience troubleshooting distributed components/services and log analysis
Experience with crash dump analysis for Unix
Experience with ZFS
Data storage, backup, and/or archiving knowledge
