LOCATION: Bucharest, Romania

The Company

With its group headquarter in Germany and the US headquarter in San Francisco, IGEL Technology is an established technology company providing the next-gen edge OS for cloud workspaces. Our success is based on our understanding of Server-Based Computing, Virtual Desktop Infrastructure (VDI), Desktop-as-a-Service (DaaS) markets, delivering excellent customer experience and a strong commitment to our channel partners. Our industry-leading solutions provide a more secure, sustainable, manageable, and cost-effective endpoint management and control platform. Aligned with the world’s most prominent cloud providers, IGEL envisions a world where all needed applications and resources are cloud-delivered.

The Role

This position is an in-office full-time technical support position. As a level two Technical Support Engineer at IGEL, you will be tasked with working with customers and partners to resolve issues related to the product. This includes keeping track of customer cases, engaging with your peers, and working with your team lead to resolve, or escalate issues. Some travel throughout the year for industry trade shows, company meetings or training may be required. At IGEL we encourage growth and want to see an ardent desire to learn and a “can do” attitude in our employees. You will be working with an experienced, motivated team willing to share their knowledge and experience to help you expand your skillset and succeed in reaching your goals.

Job Description

• Be part of a growing team of engineers providing excellent support to our customers and partners
• Use of remote tools to assist customers in troubleshooting problems
• Provide technical best practices for partners and customers
• Work through technical issues at an advanced operating system level
• Build and maintain customer, partner, and team relationship
• Manage technical issues, solutions, and sales opportunity
• Manage case escalation to maintain forward movement on customer issues
• Ensure clear, professional communication between our teams and the customer
• Create and maintain documentation for Knowledge Base articles
• Continue education by attending training sessions and reading technical documentation Manage technical escalations based on issue severity and customer response
• Some travel might be required for this position
• Collect/Review logs provided by tier one engineers and identify/resolve issues
• Effectively communicate with customers about issue discoveries, resolutions, and escalations

Qualifications

Personal Skills

• Strong written and verbal communication skills with an ability to communicate effectively with engineers, sales teams, and management
• A team player who is influential and builds good working relationships across all levels
• Flexibility, integrity, and creative problem-solving skills are imperative to be successful in this role
• Positive work ethic
• Ability to listen effectively and show patience while working with customers
• Ability to learn modern technologies quickly
• Ability to work independently under minimal supervision
• Ability to take effective notes
• Ability to multitask effectively and work under pressure
• German language would be a distinct advantage, but is not a requirement

Technical Qualifications

• Degree or equivalent work experience
• Demonstrable experience in prior Technical Support or Solution Engineer role is required
• Working knowledge of Linux Operating Systems
  • Linux systems; concept of Linux OS design and file structure
• Knowledge of networking concepts, including TCP/IP, DHCP, DNS, etc.
• Working knowledge of Windows Operating Systems
• Advanced troubleshooting of Terminal Services, Windows Virtual Desktop, Citrix, VMWare Horizon environments
  • Working knowledge of BASH shell and scripting and other Linux native languages are a plus
• Basic knowledge/understanding of SQL
• Ability to build/maintain test and lab environments
  • Working knowledge of hypervisors
  • SXI/vSphere, Hyper-V, KVM, VirtualBox
• Ability to demonstrate, troubleshoot, install, configure, and optimize the IGEL Operating System
• Knowledge of (SoC) hardware, and ability to troubleshoot complex issues with video output and peripherals

Interested? Apply now via our online applicant portal!

If you have any questions about the position or application process, our HR team is happy to assist.

Florian Hermann
IGEL Technology GmbH
Hermann-Ritter-Str. 110
28197 Bremen, Germany

Tel: +49 (0) 421 / 52094 2000

Please note that we are unable to hire applicants residing in countries outside our legal entitites' countries. Please note that IGEL does not currently have a sponsorship licence and is regrettably unable to offer sponsorship.

We celebrate tolerance and diversity, and we are committed to building teams that represent a variety of backgrounds, skills and perspectives.

IGEL is an equal opportunity employer and makes employment decisions on the basis of merit. We want the best available person in every job. Our policy prohibits unlawful discrimination based on color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, or any other consideration made unlawful by federal, state or local laws.

Additional information

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