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Experienced Customer Support Engineer

Experienced Customer Support Engineer

… A chance to contribute something special in a rapidly growing company.

US Resident (East Coast Preferred) – 100% Remote Work

 

Position Description: Customer Support Engineer
Department: Support Organization
Reports to: US Customer Support Manager
Work time: Full time
Location: Home working – US Resident (East Coast Preferred) – 100% Remote Work
Date: 6 March 2024

Positions currently open:

More details are below. If you are interested to work with us, please send your resume and a short introduction paragraph to jobs@baculasystems.com

IT Engineer Intern (Switzerland Office)

Junior IT Customer Success Engineer

Our Company

Bacula Systems is the leading Enterprise Network backup and restore software company, combining Bacula’s enterprise-class open standards software with first-class support and professional services. As a result of our rapid international growth, we are seeking to add a Customer Support Engineer to our talented technical team.

 

Position overview

As a result of our international growth, we are seeking to add a senior Customer Support professional to provide technical support to our customers, as well as to embrace wider responsibilities within our Customer Success Team based in the US and Europe.

You are an experienced Linux Systems Administrator looking to expand your career opportunities and job satisfaction by joining a growing, high technology company where technical prowess and contribution are recognized and highly valued.

Bacula Systems is the leading provider of Enterprise Open Core backup solutions. We backup the data of organizations like NASA, Warner Bros., NOAA and many universities. Our customers implement our products on medium to very large-scale production networks. If you are looking for a challenging and exciting position now is the time to join Bacula Systems!

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. We grow and learn better together with a diverse team of employees. To create products that serve everyone, we believe in including everyone.

To apply, please submit your resume and cover letter to jobs@baculaystems.com

Major responsibilities/accountabilities

  • Take ownership and responsibility – until completion – for the resolution of Customer’s and Prospect’s tickets related to Bacula Enterprise products via video, phone, and our customer portal
  • Advise and instruct Customers on ways to maximize the benefits of their subscription services
  • Maintain technical documentation, white papers, and other Knowledge Base contributions
  • Apply our new product QA test plan, standards, and procedures in close collaboration with the R&D Team
  • Understand customer’s technical issues, and explain them in the customer’s vocabulary
  • Deliver technical presentations and demonstrations, showing how Bacula fulfills customer needs
  • Specify and manage the delivery of consulting services in all phases of a Bacula implementation including proof-of-concept, installation and configuration, optimization and migration

Requirements:

  • Must have excellent Linux system administrator skills. Some Windows system administration skills are also necessary
  • Knowledge of some of common IT solutions that are backed up by Bacula
  • Excellent verbal and written communication and presentation skills
  • Comfortable communicating with customers and colleagues over video calls, telephone, and via email
  • Able to empathize with Customers
  • Mature and self-motivated – able to work from a home-office in a virtual team
  • Proven ability to provide top-notch customer service
  • Excellent problem-solving skills
  • Skills in backup and recovery, high availability concepts and virtualization an advantage
  • Ability to work in a virtual team environment
  • Ability to architect storage and server infrastructure solutions
  • Customer-centric, consultative orientation: presenting solutions focused on Customer needs and problems and explaining how our products and services deliver customer benefits

Contact: jobs@baculasystems.com

Core competences/Skills

  • You have the ability to lead and complete projects independently, as well as be able to delegate tasks to others. Be proactive and manage expectations. Adjust to shifting priorities in a fast-paced, dynamic environment.
  • Able to work in a geographically distributed international team environment to achieve goals.
  • You are a real team player, open-minded and have a very good sense of communication.
  • Mature and self-motivated
  • Excellent problem-solving skills
  • Eager to learn new technologies
  • Ability to thrive in a rapidly changing environment
  • Must speak and write English.

Preferred Qualities

  • Security clearance certification.
  • Spanish language proficiency

Benefits

  • Home–office–based work environment with all required equipment provided
  • Company paid comprehensive health insurance
  • Excellent 401k pension plan
  • 22 days vacations per year

Rather than years of experience or formal qualifications, we are searching for a talented individual who enjoys challenges and thinks in a pro-active way. Personal development is important at Bacula Systems: If you feel that this sounds like you, please send us your CV and a cover letter!