Job Location: Cork, Ireland
"Pivotal
Global Support Services (GSS) is a dynamic and agile organization
within Pivotal, a cutting-edge and pre-IPO company started by industry
leaders EMC, VMware and General Electric. GSS provides commercial
support to our Data, Application and Cloud products and solutions to IT
and developer communities in Fortune 1000 companies. We are looking for
candidates with hands on industry development experience; supporting
other engineers in solving issues with production software and modern
software deployment methods . As Pivotal continues to vigorously build
out the product portfolio and offerings, you will be immersed in the
most exciting time of the company’s history and vast opportunities to
grow and learn about the PaaS paradigm.”
Senior Member of Technical Staff Job Description
Expectations:
- Apply advanced and in-depth knowledge to analyze, diagnose, replicate, troubleshoot and resolve standard to highly complex technical customer reported issues with our enterprise PaaS product, Pivotal CF
- Take ownership, manage and maintain up-to-date status on all supported requests
- Assist and mentor junior staff in team to resolve complex issues
- Escalate unresolved issues that require more in-depth knowledge to engineering in a timely manner
- Report and submit product defects to our engineering team using the appropriate channel or tool
- Create and peer review new knowledgebase articles
- Provide after business hour support on a rotation basis
- Sharing all acquired knowledge within and across teams
- Actively contribute to the community surrounding the Cloud Foundry Open Source project via mailing lists, Forums and Knowledge base
Qualifications:
· As
a member of the Technical Support team you will be responsible for
providing an extraordinary level of service to Pivotal customers. You
will use your knowledge and expertise to help customers solve problems
in the installation and ongoing use of GemFire software products. In
addition, you will provide assistance to customers in optimizing their
applications for efficient use of GemFire products. This could include:
diagnose performance, scalability, networking and disk/memory
utilization problems, assist customers in debugging applications they
develop, and write sample code to demonstrate use of GemFire interfaces
using Java, C++, and C#.
·
· Responsibilities:
· Interact
directly with GemFire customers to resolve complex technical issues.
Debug deployment issues and problems in using GemFire products,
reproduce the issues and help resolve the problems in cooperation with
the development team. Maintain a record of problems and issues for
feedback to marketing, sales and engineering. Work with Technical
Support Management to develop and improve procedures, databases, forms,
and reports necessary to efficiently serve the GemFire prospects and
customers. Work closely with members on the engineering team to resolve
customer issues. Keep accurate records of time and work performed. Help
new Technical Support personnel develop the skills necessary to
effectively support GemFire products.
·
· Required Skills and Education:
·
· o BS Computer Science or related field
· o
Minimum of 3 years experience in the analysis, design, implementation,
and debugging of distributed, data intensive, and/or object-oriented
applications
· o Should be proficient in the use of Windows/Solaris/Unix/Linux systems and networks
· o Excellent analysis, trouble shooting, and communications skills
· o Technical understanding of distributed data management systems
· o Proficient in at least one object-oriented language (past programming experience). Java, C++, or C# (strongly preferred)
· o Experience with GemFire or other object-oriented data management systems highly desirable
· o Experience with SQL highly desirable
Job ID: 120301BR
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