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Designated Support Engineer (PaaS)

Pivotal Software, Raleigh, NC

At Pivotal, Silicon Valley is a State of Mind


Designated Support Engineer - Cloud Foundry

Pivotal’s Story VIDEO  

As a recognized leader in disciplined agile and lean software development practices, Pivotal combines the Silicon Valley state of mind, modern approach, and infrastructure with organizations’ core expertise and values. Our cloud-native platform and suite of data tools drive software innovation for many of the world’s most admired brands, helping enterprises move at start-up speeds and with greater business agility. We optimize for change and teach next-generation developers to create and build new solutions, and are committed to open source and open standards.

 Our methodology is about evolving, in both development and innovation, and our culture is empowering. Our 2,000+ employees across offices worldwide subscribe to an ethos of kindness. We make a point to bring empathy to each and every project, and are guided by a purposeful mission—to transform how the world builds software.

You

You understand enterprise customer expectations of the software support experience, enjoy building relationships and learning your client’s ecosystem, serving as their trusted advisor and liaison, and you judge your success by your customer’s success and happiness.  You may never have held the title of Support Engineer; you might have been a senior admin or software developer, or just the person who knows how to fix complex issues and collaborate to prevent future problems while keeping everyone well informed.  You thoughtfully assist customers and colleagues by listening, connecting the dots, and documenting the situation and solution. You consult with Pivots in support, development, or escalation engineering as needed to address critical problems that frequently require the development of unique and creative solutions.  You are personable, and bring professionalism, intuition, communication and technical agility to your daily interactions. You hold values related to kindness, helpfulness, self-awareness, and continuous learning.

Us

In Pivotal Support, we are passionate about providing our software customers with the highest level of service. We work in small teams around the globe, supporting customers 24x7. We believe in doing the right thing and working at a sustainable pace – typically 8 hours each day with occasional weekend support rotations.  We are also passionate about our people, building on individual strengths, and encouraging continuous learning and certifications. And, when you’re off work, we want you to relax, recharge, and refocus.

Your Day

As a Designated Support Engineer, your work day is focused on a small number of clients who recognize and relate to you as their central point of contact for Pivotal product support issues, including proactive technical support, upcoming feature consultation, issue escalation, training recommendations, and communicating procedural and status updates on the customer’s complex and often mission-critical environment.  You communicate regularly with customers and use your knowledge of their architecture to develop support plans, upgrade plans, and status reports recognizing their priorities, challenges, initiatives, and potential areas for improvement.  You use your judgment and technical expertise to identify, document, and report issues with design, reliability, and maintenance issues.  You act as the customer advocate as you work closely with Pivots in engineering, product management, and other key areas to innovate and improve performance around product requirements, enhancements, process improvements, and industry best practices.  

 Required Skills / Experiences

  • Personable, technical, professional presence and communication  
  • Extensive industry experience, including understanding of Pivotal’s market and business trends
  • Superior analytical and problem solving skills with ability to manage critical and complex issues in high-pressure environments
  • Deep knowledge in Linux and network administration
  • Technical expertise in two or more Pivotal product suite areas

 Desired Skills / Experiences

  • Pivotal Proven Professional Certification
  • Familiar with Ruby, Rails, GO and/or Java
  • Familiar with AWS or other IaaS infrastructure
  • Industry hands on development experience


Pivotal is an Equal Employment Opportunity employer that will consider all qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law.

About Pivotal Software

About us Pivotal transforms how the world builds software. Pivotal combines the Silicon Valley state of mind, modern approach, and infrastructure with organizations’ core expertise and values. We enable the leading companies in the world to innovate by employing an approach focused on building software. Our methodology is about evolving, in both development and innovation, and our culture is empowering. Our team uses agile and lean approaches to teach next-generation developers to create and build new solutions. We optimize for change so enterprises can move at start-up speeds and with greater business agility. Recent updateSee all See all recent updates

Want to learn more about Pivotal Software? Visit Pivotal Software's website.