seeking a good tech support person

[Douglas J Hunley]

Guys:
I'm looking for a good tech support person to add to my team. This is a remote 
position (work from home) requiring occasional trips to the office in sunny 
California.

SUMMARY

Responsible for providing technical support to customer contacts, end-users, 
and field engineers who are installing, diagnosing,troubleshooting, enhancing 
or debugging complex SourceForge enterprise software. Reports design, 
reliability, maintenance problems and bugs to development engineering. 
Additionally submits customer feature requests and customization requests to 
product management. Provides support to customers for highly technical 
enterprise software products. ?Drives customer concerns and cases to closure. 
Interacts cross-departmentally to provide customer feedback and serves as a 
customer advocate.

RESPONSIBILITIES

Monitor helpdesk to record and identify customer support requests.
Provide customer service and technical assistance to a defined 
technically-adept customer base.
Troubleshoot SourceForge deployments.
Perform configuration fixes, bug fixes, and apply patches to customer 
deployments.
Identify and resolve system bugs.
Identify and escalate problems that require attention from the engineering, 
product development and sales teams
Own and follow help requests for entire lifecycle from initial contact, 
through customer confirmed resolution.
Provide exemplary customer service
Participate in a 24/7 pager rotation for high priority customer issues

SKILLS

Requirements
Three or more years of Linux (Redhat preferred) or Solaris (8 or 9 preferred) 
systems administration experience.
J2EE (JBoss or Weblogic preferred) &/or EJB experience
Ability to install/configure software packages from source.
Good working knowledge of Apache and/or Tomcat (experience in high volume 
environments preferred).
Understanding of SQL from a DBA perspective 
Database administration (installation, tuning, maintenance) experience (Oracle 
or PostgreSQL preferred)
Scripting language (bash, perl, etc) expertise
Two or more years experience with CVS, Clearcase or Subversion.
Familiarity with MS-Windows user environments, including MS-Windows-XP, 
MS-Windows-2000, MS-Office and MS-Project.
Troubleshooting and problem solving skills.
Exemplary communication and human interaction skills.
Helpful and customer-driven attitude.
Highly motivated and detail oriented.
Computer Science, MIS, Computer Engineering degree or equivalent experience.

Preferred additional experience:
SMTP fundamentals
LDAP fundamentals
DNS fundamentals
x86 server class hardware sizing & debugging


To apply for this position, please send an email to supportjobs at vasoftware.com 
with the following:

* Email subject line of "Product Support Engineer"
* Cover letter which includes your preferred contact phone number and email 
address, and your desired salary for this position
* Include your resume ONLY in plain text (ASCII) format. Resumes submitted in 
non-plain text formats will not be considered for this position.


VA Software is an equal opportunity employer, and does not discriminate on the 
basis of race, gender, age, national origin, religion, physical or mental 
disabilities, marital status, sexual orientation or any other unlawful basis.
-- 
Douglas J Hunley (doug at hunley.homeip.net) - Linux User #174778

There's no place like ~