CAREERS

Job responsibilities include:

• Driving end to end customer support engineering activities as well as quality assurance of our product offerings.
• Interacting with development, quality assurance and product management to properly address all customer issues.
• Answering the technical support phone line and support emails and helping resolve product issues reported by customers.
• Debugging and troubleshooting customer issues using product knowledge,with help from the support knowledge base and discussions with field engineers and the onsite engineering team.
• Replicating customer issues in the lab and working with the engineering team to help find a resolution to the reported issue.
• Applying your development and networking skills for use in troubleshooting, report creation and custom solutions related to customer support issues.
• Reporting any software bugs, through the support case ticketing system and following the progress of a bug through its lifecycle.
• Maintaining continuous communication with customers regarding the status and progress of their open issues and documenting the customer problem,troubleshooting steps and resolution in the support case ticketing system.
• Participating in the development and application of customer support processes and organization.
• Augmenting the engineering team in a quality assurance capacity to help the team ship high quality products on time.

Desired skills and experience include:

• A team player with at least 3-4 years experience as a customer support engineer supporting enterprise software applications.
• Bachelors degree in computer science or a related field.
• Excellent communication (verbal and written) and documentation skills.
• Ability to prioritize based on customer input, development schedules, available resources and internal priorities and relay such priority and status updates to customers.
• Ability to troubleshoot, track and work on multiple issues and interactions with partners and other stakeholders simultaneously.
• Technical competence with several hardware and software that includes experience configuring equipment and software in a lab environment. (Operating systems: Windows, UNIX, Solaris. Virtual Environments: VMware, HyperV.)
• Fundamental understanding of IT environments and computer networks including the ability to discuss networks, firewalls, RPC, etc completely with customers.
• Experience in the storage space or backup operations and applications, debugging database issues, including profiling database calls and the ability to work with SQL scripts is highly desired.

The Software Development Engineer in Test will have extensive software testing and programming skills and a solid understanding of test automation, software testing processes, and collaboration skills to ensure that high quality products are created. We are looking for a motivated, customer focused, highly technical and accountable individual that will drive feature set testing, and engage with customers and partners to ship a high quality product on time.

Job responsibilities include:

• Design and build automated test suites.
• Help define the test strategy for the product.
• Define test documents, test cases and suites.
• Own test frameworks and code coverage.
• Define and automate performance and scale tests.

Qualified candidate meeting the following requirements:

• 5-10 years experience in software engineering in test (C/C++/C#/SQL preferred).
• Deep knowledge of the .NET infrastructure.
• Very strong debugging and problem analysis skills.
• Bachelor’s degree or higher in computer science or equivalent or relevant work experience.
• Experience with various virtualization, data mining and data backup technologies is a plus.
• At least two full release cycles using agile methodologies.

The Systems Engineer is an integral part of the Bocada sales team, responsible for technical support throughout the sales cycle. While primarily pre-sales, this person will also be responsible for ensuring a customer effectively implements and utilizes the product after initial purchase. This position requires experience in the field of backup and data protection.

The Systems Engineer is responsible for providing technical pre-sales support for field and channel sales personnel. This includes performing the installation, configuration, and demonstration of our product line, delivering technical presentations to customers and partners, developing analytical solutions and implementing actions required to solve sales issues, coordinating appropriate corporate resources, providing communications to sales personnel and management, and escalating concerns when appropriate.

Primary Responsibilities:

• Partners with Sales and Channel team to develop account / territory plans and sales strategy.
• Provides the technical pre-sales support required for field sales personnel to attain or exceed sales revenue objectives by clarifying our clients product capabilities and applications through product and corporate positioning.
• Provides technical qualification of opportunities.
• Establishes technical credibility within the account and builds trust with customer influencers and decision makers.
• Leads technical discovery sessions with prospects to map requirements to solutions.
• Develops and deliver compelling customized demonstrations and presentations to meet customer/prospect requirements.
• Performs installation, configuration, and demonstration of product line customized to specific customer requirements.
• Demonstrates an in depth understanding of products and is able to articulate product features, business benefits and competitive advantages.
• Takes ownership of the technical sales cycle for an opportunity and orchestrates additional subject matter expertise as required.
• Provides technical account management to existing accounts, ensuring customer satisfaction and identifying incremental revenue opportunities.
• Provide on-site technical troubleshooting of product problems, coordinating appropriate corporate resources as needed for resolution, providing communications to sales personnel and corporate support personnel, and escalating concerns when appropriate.
• Keeps up to date with new products, messaging, horizontal and vertical market trends, supporting technologies and competitive intelligence.
• Works closely with Product Management team to ensure the product direction meets the needs of the customers/prospects.
• Takes ownership of the production of RFIs/RFPs responses, ensuring the consistency and quality of responses and presentation.

Required Experience:

• The ideal candidate will have 5-10 years of experience as a pre-Sales Systems Engineer in the data protection industry.
• Must have in depth working knowledge of at least one of the following data protection applications: IBM TSM, Symantec NetBackup, BackupExec, EMC Networker.
• Experience with backup reporting and management software strongly desired.
• Knowledge of MSFT SQL and the ability to perform SQL queries is a plus.
• Is able to combine technical elements with business needs and business requirements of clients.
• Understands the impact of technology on business processes and efficiency.
• Is able to explain benefits of a technical product / solution to a client in relation to the client’s business needs.
• Understands the importance of cost-saving benefits for a client in relation to the usage of data protection service management products.
• Experience in supporting channel (education / training of partners).
• Must be able to travel 25-50%.
• Candidates should be forward thinkers and have excellent interpersonal and organizational skills.
• Inquiries from applicants without prior sales experience in the high-tech market will not be considered.

Personal Attributes:

• High-energy individual eager to be the point-person for technical sales support of key prospects and customers.
• Excellent communication and interpersonal skills.
• Professional and comfortable presenting and demonstrating products to business and technical audiences.
• Detail oriented, organized, highly skilled in documenting customer experiences and requirements.
• Proven collaborator with superiors, peers and staff.
• Comfortable in working in time critical situations including on-site with customers.
• Resourceful, creative, figure-it-out and get-it-done mentality.
• Strong desire to win in the marketplace.