Professional Services Engineer
Telecommute With Travel, Nationwide
6d ago
  • The position of the Professional Services Engineer applies to the Implementation of Hyper Converged Infrastructure (HCI) and Surveillance solutions, advanced level of services and to methodically plan, implement, analyze and resolve customer engagements and production related issues.
  • Pivot3 solutions provide opportunities to troubleshoot hardware, software, and network issues as part of your daily routine so your ability to effectively communicate at all engagement points in the process is crucial to our success.

  • The highest levels of enthusiasm to lead customers to a timely, successful resolution of their support requests
  • A self-starter taking initiative in making decisions to better his or her work environment
  • Develop and maintain an extensive working knowledge of Pivot3's solutions; Surveillance and Hyper Converged Infrastructure
  • Establish, maintain or follow tech support processes in a timely manner
  • Proactively stays current with all the latest technologies concerning Pivot3’s products and the underlying technologies
  • Handle issues that have been escalated up from Sales, Customer Support, and Development organizations
  • Flexibility to work through common product issues
  • Prioritizes your time across multiple tasks and work independently when required
  • Listen, comprehend and maintain a professional demeanor during stressful situations
  • Understands the complexity and processes required to run a Professional Services organization
  • Ability to communicate at both the technical and non-technical level with customers, partners and internal staff
  • Leverage industry standard and Pivot3 developed tools as necessary
  • Maintain a high level of motivation to support Pivot3 customer success
  • Strong analytic and troubleshooting skills; mapping symptoms to known issues
  • Strong written and verbal skills
  • Services customers while truly enjoying building the business
  • Innovative ideas and positive can-do behavior in the workplace
  • Bachelor’s Degree in Engineering or a related field or equivalent experience
  • Active Secret Clearance
  • 5+ years of experience supporting data center storage, application deployment, ESXi / VMware, VDI (Virtual Desktop Infrastructure) or converged solutions
  • Established Horizon View and vCenter installation and configuration proven experience
  • 5+ years of experience executing customer facing support in a technical environment
  • Strong knowledge of storage technologies : SAN, NAS, DAS, ISCSI, Virtualization, Backup, Recovery, Replication.
  • Implemented process / tools for case management
  • Rolled out metrics to track customer sat and response rates
  • Excellent knowledge of networking principles and the IP protocol
  • Experience with networking equipment configuration and troubleshooting (CISCO, BROCADE, etc.)
  • VMware experience (VMware certifications VCP 5 or above in Data Center or End User Compute preferred)
  • Knowledge of Windows Server operating system architecture; 2008, 2012 R2 Standard and Enterprise
  • Knowledge of Storage Area Networks and storage hardware (RAID)
  • Exposure to code and ability to understand detailed engineering logs
  • Ability to lift 50 75lbs
  • Location is Telecommute in the United States
  • Working in classified environments in the Federal space
  • Travel up to 70% with some international travel
  • We are VMware’s 1st partner certified in the Rapid Desktop Program
  • We won the New Product of the Year Award for Storage Solutions by Security Products magazine (for our Virtual Security Server (VSS)
  • Double-digit growth over the last 2 years
  • 1,200+ customer strong across the globe
  • Great opportunities to expand your area of expertise in a fun and energetic work environment
  • Collaborative teamwork, everyone wins in discovering new ideas and creating solutions for a cutting-edge technology
  • Pivot3 is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.

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