Adam Smith is a Principal Technical Support Engineer on our Customer Support team in EMEA. Find out more about his role, interests, and motivations in this interview.
I’m a Principal Technical Support Engineer based in Basingstoke, which is the most southeast part of England. I’m part of a great team of engineers who helps customers in the EMEA region solve technical issues. When customers reach out, we work to triage cases based on severity and SLAs to deliver timely and effective technical solutions. We work cross-functionally with Development Engineering and Customer Success to ensure customers get the best experience at all stages of their Delphix journey.
Recently, I’ve taken on more mentoring responsibilities, particularly for our team in India, as well as developing the training plan for new engineers. As the knowledge lead for EMEA, I’m responsible for expanding the educational material used by both customers and Delphix staff.
I’ve always had a strong interest in technology and computing. As a child, I would take apart household electronics to figure out how they worked, which I don’t think my parents were best pleased with! I built my own computers and became the go-to person in the family for technical problems.
I began my career as an electrician apprentice, installing security systems and CCTV. After several years working as an electrician, I had the opportunity to go to university and further my education. I graduated with a degree in electronic engineering, and I knew I wanted a job in technology that allowed me to remain in close contact with end customers.
After working in various roles within the security industry, I realised I wanted a new challenge and to develop my career. Delphix seemed like a great fit because I would have the opportunity to apply my vast knowledge of IT systems and databases. Since then, I’ve been able to progress to a more senior role on the Customer Support team.
Curiosity. A strong technical support engineer has a good level of curiosity that drives them to explore issues and find solutions. In the initial troubleshooting stage of a support case, it’s all about doing a deep dive into customers’ challenges and understanding the potential root causes. We have to think beyond a quick fix, which means finding permanent and sustainable solutions. Especially at Delphix, we as engineers need to be willing to immerse ourselves in varied and sometimes complex customer environments to fully understand how the product sits within these systems and resolve the issue(s).
I love being in a role where I can apply my creativity to solve complex technical challenges that have a tangible impact. Each support case at Delphix is unique and rarely are two cases similar, which means I'm constantly learning about new technologies.
It’s really satisfying to resolve customer issues, particularly when those issues span across multiple departments. For instance, a recent series of cases required me to work with account managers, technical services, and development engineers to resolve a complex mainframe data masking issue. Each team rapidly recognised the impact on the customer and synced up to find the best solution. Together, we were able to get the customer up and running again in no time.
I really appreciate that Delphix is the kind of workplace that allows me to get involved in a variety of projects beyond my day-to-day responsibilities. For instance, I recently developed a training plan for new employees, and that same training plan was leveraged to support the onboarding process of our India support team.
My fiancée, Lola. COVID unfortunately delayed our wedding plans, but we’re very excited to have booked a venue for next year.
I also adore our two cats, Millie and Pepper. We rescued them a couple of years back from a local shelter.
We also recently adopted a 10-week old kitten named Midnight.
A close third would be my growing camera collection! I really enjoy photography as it combines technical skill with creativity. It gets me out of the house and takes me to lots of interesting places. Locally, I’m lucky to be near the countryside, which is a great spot for birdwatching. My favourite spot is Brownsea Island, one of the largest of the islands in Poole Harbour in the county of Dorset, England. It has a huge range of wildlife, and it’s one of the only places red squirrels live in the UK.
I have taken to wildlife photography in a big way and have travelled around the UK to see what I can find. This has resulted in a few adventures, such as sneaking up a hill in order to get the perfect shot of a deer without spooking it (pictured below). Hopefully once restrictions have lifted, I can travel internationally and photograph more creatures and locations!
“Paradise Circus” by Massive Attack
“Recomposed” by Max Richter
“New Born” by Muse