Technical Support Engineer

Technical Support Engineer Position Description About DH2i

DH2i Company is the leading provider of application availability framework software. Our vision is to enable complete enterprise application mobility between heterogeneous physical, virtual and cloud environments, with near-zero downtime. Come join our team and together we can fundamentally change the way medium and enterprise-class organizations manage applications.

As part of the DH2i Technical Support Team, the Technical Support Engineer (TSE) is responsible for receiving and resolving support calls/emails from clients and partners in a B2B environment, as well as other sales support functions, including engineering. The primary focus of the TSE is researching and resolving client and partner inquiries, and responding, via phone, email, or other media, directly to the client or business partners as needed.

Successful candidate should be a self-starter, possess strong communication skills, require minimal support for day-to-day activities and be able to handle a large volume of requests and ensure appropriate prioritization.

• Researching and resolving customer support issues directly or escalating the issue to the appropriate teams at DH2i.
• Adhering to DH2i customer support processes, required documentation, and ensuring timely updates for our customers.
• Responding to Sales issues across all DH2i products, and when necessary, escalating to next level via most appropriate communication system.
• Reviewing and maintaining product documentation, training materials, technical marketing collateral, etc.
• Working closely with Sales, Support and Development resources to resolve complex issues, determine technical fixes and assist with new product introductions as appropriate.
• Provide on-call enterprise support 24x7 as needed.

• 2+ years system administration experience.
• Basic system skills, including knowledge of Linux, Windows Server, and troubleshooting.
• Knowledge of Microsoft SQL Server is a strong bonus.
• Basic understanding of container systems, including Docker and Kubernetes.
• Understanding of TCP/IP networking.
• Familiarity with version control systems (Git) and bug tracking systems.
• Able to use AI/LLMs effectively for writing and troubleshooting tasks.
• Able to work effectively with minimal supervision and demonstrate initiative in problem identification, analysis and resolution.
• Strong written and verbal communication skills, including the ability to effectively communicate technical issues to both technical and non-technical customers.
• Ability to handle multiple assignments with effective prioritization.
• Candidate must be available to work flexible hours, and be available during key weekends and holidays for both on-call coverage and escalations.