Careers at Crossroads
At Crossroads we don't just develop great solutions, we develop great people.
If you excel in your field and are results oriented, tenacious in getting the job done right, aren't satisfied with mediocrity, and passionate and persistent,
there are no limits to what you can do at Crossroads. We believe in rewarding performance, contributions and efforts in building a winning team. We have a
culture that fosters innovation, talent, motivation, and creativity. Here at Crossroads our key priority is providing our customers the right solution, not just selling
products. If you want to have an impact on a rapidly growing technology leader, please complete the profile page and start the process to becoming a member of our team, today!
Crossroads Systems, an EOE, offers competitive salaries and comprehensive benefits, including Major Medical/Life Insurance, Vision/Dental, 401k, and
Stock Options, in an environment that supports creativity, open communication and team involvement.
Customer Support
Crossroads Systems has an immediate full time opening for a qualified Customer Support Associate to join our Technical Support team of professionals in Austin, TX.
The Customer Support Associate will be responsible for ensuring customer satisfaction by providing immediate, professional front line telephone and email support. This position is additionally responsible for preparing reports, presentations, technical notes and coordinating Customer Engineering’s test equipment and lab setups.
Job Description:
This position offers a variety of responsibilities. The main areas of responsibility are:
- Help Desk responsibilities including the initial receipt of support calls from customers in need of product assistance, obtaining and logging required information to allow support to be provided and resolving issues where customer needs can be resolved by providing documented information.
- Support metrics, reports and presentation creation responsibilities which include compiling information from various sources using Excel and presenting information in Excel, Word and PowerPoint.
- Distribute customer product release notifications.
- Prepare product technical Release Notes using Adobe FrameMaker to describe software fixes, known issues and troubleshooting information.
- Prepare support information to be included in the Technical Support team’s knowledge database.
- Perform common remote product installations per documented procedures.
- Review customer reported issues for improvements to product documentation.
- Coordinate Customer Engineering’s lab equipment and test cell setups. Assist in test cell setups and problem recreations.
Job Requirements:
- Associate Degree in computer related studies preferred
- Two years experience in customer service role preferred
- Demonstrated excellent customer service through use of organizational skills, excellent verbal and written communication skills, and presentation skills
- Strong ability to correspond correctly and effectively with customers and other Crossroads personnel via email and phone
- Able to work within defined processes and procedures with a focus on customer satisfaction
- Must be detail-oriented
- Must be able to meet firm deadlines for routine reports and presentations
- Must have ability to manage and prioritize own time while handling a variety of tasks
- Able to maintain professionalism while under pressure
- Must effectively interface with Technical Support Engineers and cross-functional organizations
- Strong knowledge of Microsoft Office (Word, Excel and PowerPoint)
- Knowledge of Adobe FrameMaker preferred
- Must be able to lift 25 lbs 3 vertical feet from floor
CONTACT: GreatJobs@crossroads.com
The Senior Customer Support Engineer will be responsible for ensuring customer satisfaction by providing professional third level telephone support, email support and consultation to customers and Sales Engineers for all products to resolve software, hardware and configuration issues in production and pre-sales environments.
Job Description:
- Applies technical expertise and communication skills to quickly resolve standard to complex customer issues
- Responsible for effectively communicating and obtaining the appropriate data needed to resolve a reported issue
- Maintains customer communications and follow-up throughout resolution process
- Interface with SW Development to resolve customer issues
- Provide technical leadership role in working with, customers, partners and other departments
- Recognized team expert on network communication
- Use complex tools and excellent troubleshooting skills to identify, analyze and resolve technical issues for known and undetermined technical product issues
- Requires the analysis of data that may require in depth evaluation of various factors affecting determination and resolution. Provides analysis of reported symptoms to identify root cause resolution.
- Responsible for maintaining detailed call tracking database, including verification of support entitlement, communication log, and resolution actions
- Able to work within defined processes and procedures with a focus on customer satisfaction
- Participate in problem recreation and failure analysis of customer product issues.
- Responsible for compiling, publishing and distributing concise and accurate technical information and documentation, including maintaining knowledge database.
- Ability to recall and relate known or prior issues/status/fixes to newly reported issues
- Ability to maintain knowledgeable status for all issues currently being worked
- Maintain professionalism while under pressure
Job Requirements:
- B.S. degree in Computer Science or related field, or equivalent industry related experience
- Minimum of three years experience in technical customer support role
- Strong knowledge and experience with various Unix, Windows (including clustering), storage protocols, backup applications and data migration
- Knowledge of database systems
- Experience with FC, SCSI, and network device configuration and protocols
- Solid knowledge and experience with SAN and network infrastructures
- Experience with Linux operating system - user management, networking, file system, logs and Linux system tools required
- Experience troubleshooting TCP/IP networks required
- Experience supporting custom web based user applications on Linux operating system
- Experience with Perl, PHP, shell scripting, Ruby/Rails web servers a plus
- Experience reading and interpreting various product trace and log files, including Fibre Channel traces and SCSI traces desired
- Excellent customer services skills, organizational, interpersonal communication and presentation skills, including a strong sense of urgency and professionalism
- Ability to work flexible hours in order to effectively serve customers
- Must be able to lift 25 lbs 3 vertical feet from floor
- Occasional travel (<5%), including international travel, for training and onsite troubleshooting of customer issues
- Demonstrate working knowledge with major software and hardware vendor support methodology and procedures
- Excellent troubleshooting and diagnostic skills
- Excellent verbal and written communication skills
- Must have ability to multi-task across multiple open issues and manage/prioritize own time; must be able to work as a team player
- Establishes technical credibility with a customers and is able to read the customer to modify behavior/approach to ensure customer satisfaction
CONTACT: GreatJobs@crossroads.com
Engineering
The Intern Software Engineer is responsible for writing code to resolve defects, using scripts to automate tasks, isolating bugs, and lab administration.
Requirements for consideration:
- Utilize programming skills to resolve defects in C, Python, PHP, Ruby, Make or HTML/JavaScript, depending on skill set.
- Create scripts to automate the build process, including automated unit tests, and automated functional test.
- Performs general analysis and debug of failing tests in order to characterize and isolate failures to the application, target, or system configuration.
- Setup test cells, including installing NT and Linux on servers, and configuring SAN hardware including tape drives, SCSI disk and fibre channel networks
Requirements:
- Education - undergrad student or bachelor’s degree in EE, CE, or CS
- Experience - No experience required.
- Knowledge, Skills, and Abilities:
- Must have demonstrated working knowledge of Linux.
- Must have knowledge in several of: C, Python, Make, HTML, JavaScript, Ruby, PHP.
- Must have good communications skills, both written and verbal.
Preferred Experience:
- Experience with C++ or Java
- Experience with Python or Ruby
- Database development experience
- Experience with automated testing frameworks
- Experience with Linux shell scripting
CONTACT: GreatJobs@crossroads.com
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