Technical Support Engineer

 Join CTERA Networks, a global leader in edge-to-cloud file services trusted by the world’s largest enterprises to modernize their file infrastructure and ensure secure, high-performance access anywhere.

We combine cutting-edge technology with a collaborative culture where innovation and customer success go hand in hand.

This is a customer-facing technical role, where you’ll help global customers solve complex product and network issues,

reproduce technical scenarios, and ensure smooth operation of CTERA solutions.

Responsibilities

• Help customers resolve technical issues and properly configure CTERA products
• Respond to inquiries from existing and prospective customers about product features and capabilities
• Analyze and troubleshoot customer problems using remote access, debug files, and network captures
• Reproduce customer issues in lab environments and assist in identifying and resolving product bugs
• Follow up on customer cases and tickets through CTERA’s CRM system
• Write customer-facing documentation for CTERA’s knowledge base and website
• Act as the voice of the customer by communicating insights and feedback to the development team

• 2+ years of experience in technical support roles within industries similar to CTERA’s
• Strong knowledge of internet protocols (TCP/IP, HTTP, SSH, DNS) and diagnostic tools (packet sniffers, ping, nslookup) - must
• Solid administration and troubleshooting skills across Windows (including servers), Mac, and Linux- must
• Experience with SQL and database administration- must
• Technical BA/BSc degree or equivalent education and experience in a computer-related field
• Experience with storage systems -advantage
• Fast learner with strong multitasking and problem-solving abilities
• Excellent communication skills in English (verbal and written)