Technical Support Engineers (TSEs) interact directly with GlassHouse Technologies, Inc.’s partners and customers to provide Level One and Two technical telephone support. TSEs work out of GlassHouse’s Durham, North Carolina Support Center. 

Mandatory Technical Qualifications:

• BS Computer Science, Electrical Engineering or other technical degree or equivalent experience
• UNIX and NT experience (preferably, MCSE 2000 or 2003)
• Strong PC hardware/software knowledge with previous work experience in Windows-based environments
• Strong understanding of hardware and software compatibility ( i.e., rev. levels, firmware, versions and FCN’s, etc.), installation, and configuration
• System administration and performance analysis experience
• Previous technical support experience

Additional Qualifications:

• Excellent phone etiquette, including verbal communication and listening skills
• Strong customer satisfaction ethic
• Solid written communication skills
• Flexibility; ability to deal with ambiguity
• Strong attention to detail
• Diagnostic and troubleshooting skills
• Team player
• Must be able to work productively and autonomously without significant assistance

Responsibilities:

• Accept level I and II customer calls within specified timeframes and enter case information into tracking database
• Maintain case ownership and keep customers informed of progress on their issues by contacting them periodically with updates
• Develop subject matter expertise of assigned partners’ product lines, equipment APRs, SOPs, Bugs and applicable fixes
• Serve as the technical interface between the partner and the engineers at the Durham Support Center
• Maintain accuracy of all reports/audits and client documentation
• Exercise sound judgment when working outside defined practices and procedures
• Work independently with a focused direction; function as a project lead for assigned accounts
• Consistently meet/exceed customer account needs; identify opportunities to enhance delivery of company service and support goals
• Dispatch HW and Field engineers to customer site if HW replacement is required.
• Inform customer of SW patches to resolve their problem if/when available.
• Alert Duty Manager of all system downs and other critical issues at customer sites, which need to be escalated.
• Host weekly partner calls and status meetings

Principals Only:  GlassHouse will not pay a fee for resume submissions or candidate referrals (written, oral or otherwise) received from third-parties or agencies (contingent or retained). Unsolicited resume submissions and candidate referrals will be considered no-fee referrals and will in no way obligate GlassHouse to pay a fee or service charge upon hire of such candidates/referrals.

To apply, please send your resume with a cover letter including salary expectations to careers@glasshouse.com.

We will contact candidates directly who meet the qualifications of this role. Resume must include salary requirements in order to be considered.

No telephone calls please.