Presales Consultant And Support Engineer

Role Overview:

1 | As a Presales and Technical Support Engineer at Transformists Network, you will be the first line of support for our clients and partners, addressing technical inquiries and troubleshooting issues related to our product offerings. This role requires strong technical knowledge, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical stakeholders. You will play a critical role in ensuring customer satisfaction and maintaining the high standards of service that Transformists Network is known for.

2A | Presales Responsibilities

• Conduct discovery sessions to understand customer infrastructure, pain-points, and business objectives
• Design and present tailored VergeOS architectures covering compute, storage, networking, and VDI use-cases
• Deliver compelling technical demonstrations and Proof-of-Concept (PoC) deployments
• Respond to RFPs, RFIs, and technical questionnaires with accurate, well-structured documentation
• Lead competitive displacement discussions (VMware, Nutanix, HCI alternatives, SAN vendors)
• Collaborate with the sales team on sizing, licensing, and commercial proposals
• Articulate ROI, TCO, and business value in terms relevant to both technical and executive audiences
• Support partner enablement and co-selling activities with channel partners and resellers

2B | Support Responsibilities

• Provide Tier 2 / Tier 3 technical support for production VergeOS environments via phone, email, and remote session
• Diagnose, reproduce, and resolve issues spanning compute, storage (VergeFS), networking (VergeFabric), and VergeIQ
• Manage escalation paths including engaging VergeIO engineering for software defects
• Author and maintain knowledge base articles, troubleshooting runbooks, and internal wikis
• Conduct root cause analysis (RCA) and deliver post-incident reports to enterprise customers
• Monitor customer environments proactively and identify performance degradation risks
• Perform software upgrade planning, maintenance windows, and patch deployments
• Deliver customer training sessions on VergeOS administration and best practices

3A | Education

• Bachelor's degree in Computer Science, Information Technology, Electrical Engineering, or equivalent discipline
• Equivalent industry experience (5+ years) accepted in lieu of formal degree

3B | Work Experience

• Minimum 3 years in a presales, solutions engineering, or senior support role within a B2B technology environment
• Demonstrated experience with hyperconverged infrastructure, cloud platforms, or enterprise virtualisation
• Proven track record of managing technical engagements with enterprise customers

Preferred Certifications

• VMware VCP-DCV, vSAN Specialist, or equivalent virtualization certification
• Nutanix NCP or NCSE (for competitive knowledge)
• Linux Professional Institute Certification (LPIC) or RHCSA
• Cisco CCNA / CCNP or equivalent networking certification
• AWS / Azure / GCP Associate-level certification (cloud architecture context)
• CompTIA Server+ or equivalent hardware certification

4A | Communication & Presentation

• Ability to translate complex technical concepts into clear business language for C-level audiences
• Confident public speaker — comfortable presenting to audiences of 2 to 200
• Strong written communication: proposals, RFP responses, KBA articles, and executive summaries
• Active listener who extracts customer pain-points through structured discovery questioning

4B | Customer Engagement

• Empathetic, patient, and solutions-focused when handling frustrated customers in production outages
• Skilled at managing expectations during complex, multi-week issue resolution cycles
• Comfortable owning issues end-to-end without deflecting or vendor finger-pointing

4C | Problem Solving & Learning Agility

• Systematic troubleshooter: isolates variables methodically, documents findings, validates fixes
• Self-directed learner who proactively studies release notes, architecture guides, and engineering blogs
• Embraces ambiguity and novel scenarios — VergeOS customers often present first-of-kind configurations

4D | Collaboration & Teamwork

• Works seamlessly across Sales, Engineering, and Customer Success functions
• Contributes actively to knowledge-sharing through internal documentation and team case reviews
• Mentors junior engineers and partners on VergeOS technology

5 | Work Conditions & Expectations

• Location: Remote / Hybrid with willingness to travel to customer sites as required (up to 30%)
• On-call rotation for Severity 1 production incidents (shared across support team)
• Home lab or lab access required for issue reproduction — VergeIO provides lab environment access
• Continuous learning commitment: new VergeOS releases ship regularly; engineers must stay current
• Strong documentation discipline: all significant interactions and resolutions must be recorded in the ticketing and knowledge system

Job Types: Full-time, Permanent, Contract
Contract length: 12 months

Pay: $5,000.00 - $10,000.00 per month

Benefits:

• Cell phone reimbursement
• Professional development
• Work from home

Work Location: In person