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Support & Deployment Engineer

2 weeks ago

Sderot South District, Israel ZutaCore Full time ₪90,000 - ₪120,000 per year

PRIMARY RESPONSIBILITIES

Solution Deployment

  • Perform all Deployment-related tasks needed e.g. design ,installation, document, etc.
  • Provide technical solutions, architecture and corresponding collateral e.g. layouts, drawings, configurations, specs, calculations and associated TCO models, product specifications and testing plans.
  • Collect and analyze the requirements from all entities pertinent to the project.
  • Identify needs that require involving external Data Center Solutions Engineering, work with these resources, and verify their alignment with deployment plans.
  • Working closely with Program Management; Communicate, coordinate and work with the various internal departments and functions to address all technical aspects of the project, e.g.:
  • Logistics - equipment availability, manufacturing and shipping schedules.
  • Product documentation.
  • Physical installation of the system and onboarding of staff onsite.

Solution Support

  • Deliver timely and accurate remote and onsite technical support for deployed ZutaCore solutions to Customers and Partners.
  • Take strict and proactive end-to-end ownership of Customer/Partner reported issues from issue report to Customers'/Partners' acceptance of the resolution (email, phone, onsite), including:
  • Remote issue diagnosis and troubleshooting.
  • On-site assistance if required.
  • Case escalation management.
  • Detailed record keeping (Support Case) of reported issues, including photos and videos provided by partner or customer.
  • Identify opportunities, help map the customer/partner journey, identify risks and raise appropriate flags.
  • Issue replication in the lab.
  • Resolution documentation and delivery.
  • Provide timely status updates to Customers/Partners on open cases.
  • Work/collaborate closely with the Engineering, QA and Operations teams to solve complex issues.
  • Timely follow-up with partners and customers to keep them informed of the status and issue resolution activities.
  • Creation of Knowledge-based articles.
  • Review and provide input into product and maintenance documentation development.

EXPERIENCE AND EDUCATION

  • Detail-oriented with strong technical troubleshooting and problem-solving skills.
  • Experience with customer support case management systems and related processes.
  • A self-motivated team player with superb time and multi-project management skills.
  • Experience and hands-on working knowledge of:
  • HVAC systems, including facility water loops, chillers, CRAC units, CRAH units, and their integration.
  • Working knowledge of data center electrical power systems, including voltage, phase, current (amperage), and power distribution.
  • Experience delivering remote and onsite support for IT technologies in large-scale Data Center operations.
  • Strong written and verbal customer and cross-functional team communication skills.
  • A self-motivated team player with superb time and multi-project management skills.
  • Able to travel internationally as required.
  • Degree in Mechanical Engineering, or relevant technical field-advantage.