Skytap Careers

Description

We are searching for a talented and passionate Support Engineer to join our growing Customer Success team. In this position you will be responsible for supporting existing customers to ensure their continued success with Skytap. Our Support Team is uniquely respected by both our customers as well as our Engineering and Product Management Teams for being collaborative, knowledgeable, and going above and beyond to make our customers successful. 

Skytap Cloud modernizes the infrastructure, processes, and architecture of traditional enterprise applications. Our service enables enterprises to migrate their core applications to the cloud unchanged—from the operating system to unique networking topologies. Once in Skytap Cloud, our customers improve business agility by parallel processing development and testing, modernizing the technology and processes used to create and enhance their most valuable applications. Hundreds of enterprise customers use Skytap Cloud to accelerate release cycles, deliver new features faster, release higher quality software, and optimize IT costs

The Role: 

The role of Support Engineer is critical at Skytap, consisting of front-line customer support. This position is primarily responsible for supporting existing customers to ensure their continued success with Skytap. We do whatever it takes to make that happen: this includes fielding cases by email, phone call, and screen sharing. While our primary role is post-sales customer success, we also work with the pre-sales teams to onboard new customers, and get them settled into our amazing, unique product. 

Case topics range greatly in variety: any Operating System that can be virtualized, and run in VMware or IBM Power platform can run in Skytap.  The onus is on us to not only prove that an issue a customer may be experiencing is not related to a Skytap problem, but to also go above and beyond to ensure that issue is resolved. Thus, you may be a Linux expert today, and a Windows expert tomorrow. The possibilities are truly endless! 

The role provides a wide variety of challenges, new and exciting things to learn and problems to solve every day!
 

Requirements and Expectations:

• Be familiar with both Microsoft and Linux Operating Systems
• Understand Virtualization, and how it can be used to address end-user challenges
• Be familiar with VMware Virtualization technologies
• Learn to assist customers with building multi-tier and other complex environments in Skytap
• Work closely with the sales team to ensure customer success and satisfaction
• Provide front-line customer support via email, screen sharing, and phone calls
• Write technical documents and solutions guides

Professional experience and strengths needed to be successful in this role:

• Extensive exposure to Windows Desktop / Server and/or Linux Operating systems
• Mac OS X desktop and application experience
• Experience using VMware or other virtualization technologies
• Experience with IBM Power Systems a plus
• Baseline understanding of application-level networking (Layer 3 and above)
• Ability to debug customer problems at the Linux and Windows admin levels (Windows Domains, use of command line tools, etc)
• Excellent written, verbal, and interpersonal skills
• Ability to problem solve solo, as well as ability to function within a tight-knit group
• Excellent project planning and time management skills
• Must be maniacal about customer success
• Drive and execution towards successful outcomes for customers and ensuring complete satisfaction 
• Off hours on/call work required each month
• Knowledge/experience with at least one scripting language (Python, Ruby, etc) is a plus
• Experience in post-sales, customer support, or pre-sales role is a plus

Don't check all the boxes in our job description? That's okay! As the Harvard Business Review points out, research conducted by Hewlett Packard shows that men typically apply to jobs when they meet an average of 60% of the criteria, while women and those from marginalized groups tend to only apply when they feel they meet 100%. If you think your background and skills would provide value, but not necessarily meet all requirements, please still reach out and apply. We'd love to have a conversation to see if you could be a great fit!

Why Join Us?  Since our founding in 2006, Skytap employees have been organically creating a culture defined by their passion, technical excellence, and desire to succeed as a team. These values have helped us navigate more than a decade of disruption in the tech industry and we’re now poised for major growth.

We empower each employee to make an impact, be active ambassadors of diversity and inclusivity, and play an active role in building a company worthy of our employees’ commitment.

Skytap was purpose-built to help organizations migrate and modernize traditional enterprise applications in the cloud. Global enterprises across multiple industries depend on Skytap to modernize their IT infrastructure. We have differentiated, protected technology that decidedly solves an urgent challenge for enterprise IT and is backed by strong partnerships with Microsoft, IBM and many other global technology partners.

Our Commitment to Diversity & Inclusion:  We believe great people build a great company. Skytap is committed to providing an inclusive, positive working environment for all employees, regardless of sexual orientation, ableness, physical appearance, education, age, race, or religion. Fostering a culture of belonging where everyone feels seen, heard, and valued for who they are. Our approach to cultivating a diverse, equitable, and inclusive culture is rooted in listening, learning and collective action. We’re looking for amazing people to join our mission--come be a part of building something great!

We are a 100% remote company accepting applications from candidates located in India and Singapore for this role.