Technical Services Engineer - Flashblade

Technical Services Engineer – Flashblade

Minimum three years of experience in customer-facing, technical support roles.
Must be able to work: Mon – Fri 3pm-12am MT
Good organizational and time-management skills.
Exceptional interpersonal skills.
Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources.
Proven technical troubleshooting skills in a complex multi-platform-system-vendor environment.
Experience in supporting both hardware, and software products.
Ability to triage issues, and escalate them to appropriate engineering groups as necessary
Advanced to expert knowledge & experience with: NAS, Solaris, Linux, Windows, VMware, LANs & WANs.
Advanced knowledge and ability to troubleshoot Networking, Replication, Performance and Space issues.
Demonstration of subject matter expertise in one or more of the following: NFS, S3, Native SMB, LDAP, IPv6.
Bachelor’s Degree in Computer Science or related technical field or relevant experience.

Proactively seek to understand customer expectations.
Answer and resolve support cases across all severity levels.
Own and track customer issues using our ticket tracking system.
Own all customer facing communications, ensuring the message is concise and professional.
Share and document knowledge via FAQ / KB articles, which can be internal or customer facing.
Develops junior support engineers through training, and coaching.
Manage multiple projects/support cases simultaneously.
Champion customer issues internally and represent the company externally.
Leads large multi participant customer calls, including hot escalations.
Normally receives little instruction on day-to-day work, general instructions on new assignments.
Weekend, holiday, and on call duties as required.