Onboarding Engineer

Unitrends Columbia , SC 29209

Posted 2 months ago

Onboarding Engineer



Join the winning Unitrends team! We are one of the fastest-growing providers of comprehensive data protection and disaster recovery solutions in the industry today! Our unique multi-environment arsenal of backup, archiving and disaster recovery solutions gives our customers the industry-leading technology needed to protect and preserve their physical, virtual, and cloud environments with the lowest total cost of ownership in the industry. To learn more, visit us at www.unitrends.com

The Onboarding Engineer supports sales productivity and deal flow by providing the services and support needed.

Education and/or Experience:

An Associate's Degree and a minimum of 3 years' experience in customer support operations, or, equivalent education and business experience. Previous experience working in an early stage high tech environment is a plus.

Unitrends is an Equal Opportunity Employer and does not discriminate on the basis of race, ancestry, national origin, color, religion, gender, age, marital status, sexual orientation, disability, or veteran status.

Upon conditional offer of employment, candidates are required to complete a criminal background check per Unitrends employment policy.

Essential Tasks, Duties and

  • Serves as single point-of-contact responsible for all Unitrends onboarding services and support.

  • Coordinates remote sessions with the customer to configure and install the Unitrends solution and other services purchased.

  • Generates documentation in the form of case notes, tech tips and best practices keeping the customer updated on outstanding / unresolved technical support issues.

  • Improves product feature offerings by providing customer feedback to internal cross-functional teams including Sales, Product Management and Engineering.

  • Navigates and eliminates roadblocks to ensure customer is receiving the right level of attention.

  • Other duties assigned

Position Qualifications:

  • Advanced/Expert experience in Windows Server experience (prefer 2003, 2008 and 2012) particularly Excel & Word

  • Linux experience or dos command line, Linux server, including command line interface.

  • Virtualization experience for hosting server environment, VMware, hyper-v, also Xen is good.

  • Customer facing experience in a technical role as customer support, providing level 1 support in a customer support desk setting.

  • Experience in a fast-pace environment, need good time management, solid communication skills, and quick response.

  • Working knowledge of the Software Life Cycle.

  • Excellent organizational, and support case management skills.

  • Exceptional written and verbal communication skills.

  • Strong understanding of Customer Support and Call Center Best Practices.

  • Ability to multi-task and to work under pressure

  • HDI certifications preferred. (HDI-CSR, or HDI-SCA)

  • Hands-on experience providing end-user support in a high availability, mission critical support operation. Managed Services Support experience is a plus.

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Onboarding Engineer