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Senior Customer Support Engineer

Senior Customer Support Engineer

Boston Metro West

ExaGrid is seeking a senior customer support engineer to provide advanced technical support to its customers and partners. You will apply system level expertise to resolve complex customer issues while being an active member of the team.


  • Provide remote support services for ExaGrid’s customers, partners and field personnel
  • Listening to and understanding customer’s needs and assisting to meet those needs within the required timeframe
  • Manage hot customers and escalations
  • Develop and implement customer specific action plans
  • Providing excellent communication externally and internally
  • Support special programs and projects within ExaGrid
  • Assist customers with installations remotely and provide training to customers
  • Develop knowledge based articles
  • Ability to work autonomously as well as in a team
  • Be honest and ethical with all customers, resellers, alliance partners, and ExaGrid employees


  • 10+ years of experience in a technical support role for external customers
  • Working knowledge of Unix/Linux, networking, and networked storage technologies
  • Demonstrated ability to troubleshoot complex system problems
  • Strong organizational skills
  • Strong account management skills
  • Able to work closely with all levels of customers, internal engineers and management on complex issues
  • Excellent verbal and written customer-facing communication skills

Additionally Preferred:

  • Backup Applications (Arcserve, Backup Exec, Commvault, NetBackup, IBM Spectrum Protect, Oracle RMAN, Veeam)
  • Scripting (e.g. shells, Perl, Bash, Python)
  • Networking and networked storage technologies
  • The ideal candidate will be hard working and dedicated to constantly improving both their own skills as well as our customers’ experience.

BS in Computer Science or Technology (or equivalent work experience).

Contact Information:
For immediate consideration, please apply online: email resume.

Applications received by postal mail or fax will NOT be accepted
PLEASE…No Agencies, Contractors or Consultants

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