Customer Support Technician

Job Description

• As a Customer Support Technician, you will be responsible for providing frontline technical support to our customers via phone and email • You will help resolve issues related to our x86 hardware products and assist in the deployment of IT solutions • Key Responsibilities: - Respond to customer inquiries and technical issues via phone and email - Diagnose and troubleshoot x86 hardware problems, including servers and GPUs - Assist customers with basic Infiniband and switch configuration issues - Support customers in the deployment and management of clusters - Manage and troubleshoot Linux systems and configurations - Use and understand scripts to assist in resolving customer issues, providing feedback to engineers as needed - Escalate complex technical problems to higher-level support or engineering teams - Document support cases and resolutions in the support database - Update and maintain technical knowledge base articles - Ensure customer satisfaction by providing prompt and accurate support - Travel to customer sites for deployment or troubleshooting as needed

Qualifications

• Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience • Experience in a technical support role, preferably with a focus on IT hardware • Basic knowledge of x86 hardware and server components • Familiarity with GPU configurations and troubleshooting • Understanding of Infiniband technology and switch configurations • Solid knowledge of network switch and router configurations • Proficiency in Linux system management and troubleshooting • Ability to read, understand, and utilize scripts; provide feedback on script performance to engineers • Strong communication skills, both written and verbal • Good problem-solving abilities and attention to detail • Ability to work independently and collaboratively • Willingness and ability to travel to customer sites as needed • Certifications such as CompTIA A+, Network+, or similar are beneficial but not required • Preferred: Experience with rack-level integration or testing • Preferred: Experience in data center deployment or working with data centers

Benefits

• Medical Insurance • Dental Insurance • Vision Insurance • 401(k) • Flexible spending account • Commuter benefits • Disability insurance