Mozy, the industry’s biggest and fastest growing online backup provider s, seeks a rock star to provide premium customer support. We are backed by the industry leader on storage, EMC. We are uniquely positioned to succeed and expand the online backup category due to technical innovations which create a sustainable set of differentiators for our products and we are investing in taking this nascent business in a new and even more exciting direction.
What we need is YOU!
Knowledge:
• Advanced computer knowledge including core components (both hardware and software), as well as advanced troubleshooting techniques associated with general computer usage.
• Advanced understanding of LAN/WAN protocols and topologies.
• Advanced understanding of networking concepts--including switching and routing, including the OSI model.
• Intermediate understanding of concepts and implementation of routing, including RIP, BGP, OSPF, Spanning Tree, etc.
• Advanced understanding of network security concepts such as NAT, VPN, and Firewalls.
• Advanced understanding of internetworking hardware such as switches, routers, VPN devices, Internet Access Devices, Remote Access Devices, etc.
• Advanced understanding of troubleshooting tools such as FTP, Telnet, TFTP, SSH, Sniffers, Net Stat, Trace Route, Port Scan, etc.
• Clustered File systems, knowledge or exposure to low bandwidth file systems is a plus.
• Intermediate understanding of Encryption, specifically algorithms and types of encryption, i.e. ECB vs. CBC.
• Intermediate understanding of Network Administration, including users, permissions, Client/Server architecture , login authentication, Network Admin. Software, etc.
• Intermediate ability to analyze and understand error logs, configuration files, network maps, MIB's, Packet captures, event logs, etc.
• Familiarity with development process
• Software design best practices, specifically high-availability systems
• System administration (Windows preferred, Posix/Mac welcome)
• Familiarity with large-scale software and security deployment.
• Scripting or programming experience
Education:
• Certifications: MCE, RHCE, (or equivalent experience).
• Required to pass the MTAC TSR II exam with an 80% or better.
Skills
• Ability to work in a fast-paced professional office environment.
• Excellent customer service skills with phones, email, and chat(IM).
• Solid understanding of advanced troubleshooting skills--for instance, analytical thinking, problem definition, ability to eliminate variables, and identify effective solutions.
• Ability to field questions from Level I TSR's, and instruct them to sufficiently understand the concept and issue.
• Ability to evaluate case documentation or call monitoring according to standards of quality and operating procedures. Ability to provide detailed case notes according to quality and procedural standards.
• Attitude of coach-ability and proficiency for learning and applying new concepts quickly.
• Propensity for a measurable amount of leadership.
Experience:
• 5 years or more of in-depth technical support experience.
• 2 years of direct interfacing customer service experience.