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System Support Engineer

Company: Cognyte
Location: Melville
Posted on: May 4, 2021

Job Description:

The Engineer will be a subject matter expert responsible for end-to-end installation and advanced technical troubleshooting. You will provide end to end technical support directly to customers by diagnosing, troubleshooting, repairing, and debugging complex equipment, computer systems, complex software, or networked and/or wireless systems. Principal Duties and Essential Responsibilities: * First contact point to the Customer. * Responding promptly and efficiently to any SR (Service Requests) or/and CR (Change Request). * Responsibility end to end on each SR/CR related to his projects. * Understanding the SLA of assigned projects' service contracts to fulfill Cognyte commitments. * Establishing a good working relationship with the customers and help to optimize their operation where appropriate. * Reporting exceptional service problems (technical and non-technical) to the Cognyte Service Manager by being familiar with the escalation procedure. * Leading each SR/CR, event and Service Pack in front of the customer and representing Cognyte in the best way. Follows progress of request; ensures requests are resolved in a timely manner and that customer is fully satisfied with resolution. * Perform and manage of weekly meeting with the customer, distributing summary of the meeting to the customer and Cognyte defined representatives. * Prevent and report any technical escalation that has the possibility to become escalated with management. * Identify and report customer needs. * Handles customer installations, provide basic training to customers at times, and provide remote and on-site support. Minimum Requirements: * Bachelor's degree in Computer Science, Information Technology, etc. and/or equivalent work experience. * 3-4 years of technical support or technical field service experience. * Proven ability to understand, troubleshoot, and analyze networked environments. * Must be able to travel locally to customer sites. Possible 1-2 trips per year with overnight travel. * On call support required as needed, which may include occasional weekends and/or holidays. * Successful completion of Cognyte's background screening process including, but not limited to, employment verifications, criminal search, OFAC, and SS verification, and successful completion of a credit check for travel related roles. * US Citizenship required * Strong organizational and analytical skills. * Proven record for delivering exceptional customer service. * Ability to quickly learn and master new technologies. * Proven ability to manage multiple tasks with shifting priorities and timeframes with minimum supervision. What do you need to have? Technical requirements: * Extensive knowledge and experience in operating systems (Windows, Linux) * Familiarity with virtualization technologies (VMware, Citrix, Hyper-V) * Solid understanding of IP Networking * Practical experience with enterprise server hardware (Cisco, HP, Dell, Intel, IBM) * Databases/SQL queries * Familiarity with central storage solutions (EMC, NetApp) and technologies (SAN, NAS) * Desired: Knowledge in Big-Data technologies * Desired: Docker and microservices * Desired: Scripting experience

Keywords: Cognyte, New Haven , System Support Engineer, Other , Melville, Connecticut

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