Named a Gartner Cool Vendor, ScaleArc is the leading provider of database load balancing software to enable zero downtime for apps in a database environment. The ScaleArc software inserts transparently between applications and databases, creating an agile data tier that provides continuous availability and increased performance for all apps. Our customers also gain instant database scalability and a new level of real-time visibility and control for databases, both on premise and in the cloud. ScaleArc customers include Microsoft, Dell, Virgin America, Autodesk, and Nasdaq. Learn more about ScaleArc, our customers, and our partners at www.ScaleArc.com.
This person will resolve the most complex, difficult and urgent customer issues, owning and driving technical debugging of application delivery issues in complex customer environments. Support engineers must use broad and deep industry expertise to isolate and reproduce issues and to develop effective solutions. Issues that cannot be resolved at this level will be escalated directly to the development team.
ScaleArc Support Engineers are expected to provide escalation support in both pre-sales and post-sales customer engagements, working directly with end customers or via ScaleArc Solution Architects, Channel Partners or Consultancies. They must also have the networking industry experience necessary to provide feedback to product management and engineering to accelerate product maturity.
This individual must be able to understand and solve problems in ScaleArc customer’s complex deployment environments and must have a proven track record of success in this kind of support. It is essential that this individual be able to manage customer issues proactively and independently, without need for direct management oversight. This will also require excellent and professional written and verbal communication skills and the ability to track and document their work, both for customers and to generate an internal knowledge base for the support organization.
The day-to-day responsibilities of this position will include:
Necessary skills and experience