Technical Support Engineer

Building 1, Suite 350

Austin, TX 78730

As a Support Engineer in a fast-moving, small development team, that brings cutting-edge desktop virtualization software to market, you will provide the highest quality technical support for Virtual Bridges products and services. The position is based in Austin, Texas.

• Provide the highest quality technical support to Virtual Bridges customers by answering phone calls, emails (Primary) consistent with departmental measures and expectations set with customers
• Pro-actively log all activities related to customer technical support including opening & tracking trouble tickets and time spent on each ticket
• Troubleshoot and perform initial diagnosis on the issues and collect sufficient information to provide to product development/test for further analysis
• Generate reports of customer activity and track time to respond and resolve issues
• Document common questions and establish a knowledge base over time that can be shared with other members and with partners
• Establish troubleshooting tips and develop tools that may be useful in diagnosis
• Interact closely with the product development team to understand details about the product and how to debug common issues
• Develop best practices and guidelines for technical support
• Develop and adhere to a methodical approach to customer support

• Bachelors degree in Computer Science/Engineering or equivalent work experience
• 3-5 years of experience in a technical customer support role for an enterprise software product
• Demonstrated experience working with customers in the US and abroad
• Advanced network setup and administration skills
• Expertise with various Linux operating system distributions like Ubuntu, CentOS, SLES, etc.
• Advanced system administration, scripting skills in Linux and Windows environments. Linux is required, Windows preferred
• Basic installation, configuration and troubleshooting of Windows desktop operating systems and Linux desktop and server operating systems
• Experience with desktop and/or server virtualization environments  is highly desirable
• Comfortable installing applications and configuring the system environment in Windows XP and Windows 7
• Excellent communication skills – written and verbal
• Careful attention to detail and priorities  is a MUST
• Very energetic, motivated, self-starter
• Be able to excel in a fast-paced startup environment