Overview Quest Software is seeking a Junior Level candidate for the role of a Technical Support Engineer within our Application Performance Monitoring Support Team supporting Foglight and vFoglight. Foglight and vFoglight provide a correlated, 360 degree view of your applications from end user to database and from service levels to infrastructure—to source the root cause of every incident impacting your business and to fix them quickly. Please visit our website at http://www.quest.com/application-monitoring/ for additional product details.We are looking for technically minded individuals with strong troubleshooting skills and ability to support System/Network Administrators using our Application Performance Monitoring product line. The ideal candidate is one who enjoys being on the cutting edge of all latest server technologies. Candidates should have 3+ years of experience in one or more of the following: Database knowledge (Oracle, MySQL, Sybase, DB2 UDB, and/or MS SQL Server), and UNIX/Windows Administration.
Engineers will work independently and as part of a team using their skills to solve customer’s technical issues in various heterogeneous environments. Additionally, you will be responsible for providing emergency after-hours support as part of an on-call rotation. We are looking for individuals who enjoy helping customers resolve technical problems, learning new technologies, and who can thrive in a fast paced dynamic environment. This position is challenging and dynamic with great room for growth.
Responsibilities
Act as a customer advocateField and own incoming technical issues from customersMaintain a personal queue of ongoing customer issuesResolve customer issues by collaborating with teammates, reproducing issues, and utilize documentation and the knowledgebase to bring issues to resolutionDocument all customer/case details in Support case tracking systemCreate knowledgebase articles from resolved issues for future use by customers and internal personnelMaintain high customer satisfactionCreate and update content for the knowledge baseProvide a timely resolutionContact customers in a timely fashionEnsure case notes adhere to best practicesSupport Engineers will gain exposure to the following technologies:-Operating Systems: VMWare ESX, VMWare vSphere,Unix (Solaris, HPUX, AIX, Linux); Windows 2000/2003/2008 ServersNetwork Technologies: Subnets, Switches, Hubs, Routers, SPAN and TAP portsProtocols: SOAP, HTTP, HTTPS, TCP/IPDatabases: Oracle, MySQL, MS SQL Server, DB2 UDB, Sybase, InformixJ2EE Application Servers: BEA WebLogic, IBM WebSphere, Oracle AS, JBossPackaged Applications: Oracle E-Business, PeopleSoft, SAP, SiebelOthers: Virtual Center, MS Exchange, Active Directory, IIS, Apache, Microsoft Operations Manager, IBM Tivoli, HP OpenViewSAN: Fibre switches, fabric technologies,
Storage Arrays: EMC Symmetrix / DMX, EMC CLARiiON, HDS 9000 V (Lightning), HDS 9500 V (Thunder), HDS ASM, HDS USP (without virtualization), IBM System Storage DS, IBM ESS, 3PAR InServ
Qualifications
Fluent in English (verbally and written)3+ years experience with RDBMS: Oracle, MySQL, Sybase, DB2 UDB, and/or MS SQL Server, Informix3+ years experience with UNIX, Linux, or Windows Server operating systemsPreferencesYou must be an independent, self-motivated, team player and have a people-oriented personality, combined with the ability to work in a fast-paced environment.Must have excellent verbal and written communication skillsSolid knowledge of virtualization conceptsPrior technical customer support or IS Helpdesk/Phone support experience or experience supporting internal system usersPrior experience with RDBMS: Oracle, MySQL, Sybase, DB2 UDB, and/or MS SQL ServerPrior experience with VMWare administrationPrior experience supporting application servers: BEA WebLogic and IBM WebSphereAbility to read/write Perl, Unix shell scripts, and SQL scriptsProducts supported include (and not limited to): -
Foglight Server, vFoglight and related cartridgesCompany Description
Quest Software enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure in order to help fuel innovation and drive their businesses forward. With over 2,500 team members around the globe, we intend to continue to grow revenues and add value to customers. When you join our team, you will have the opportunity to build and develop products at a scale few others can provide. Our product portfolio serves a large base of customers and we are addressing the strategic imperatives for enterprise businesses. Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing environment.Why work with us?
o Life at Quest means collaborating with dedicated professionals with a passion for technology.
o When we see something that could be improved, we get to work inventing the solution.
o Our people demonstrate our winning culture through positive and meaningful relationships.
o We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
o Our team members’ health and wellness is our priority as well as rewarding them for their hard work.Quest is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Quest is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Quest are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Quest will not tolerate discrimination or harassment based on any of these characteristics. Quest encourages applicants of all ages.
Come join us. For more information, visit us on the web at http://www.quest.com/careers.
