Escalation Engineer XIO

Job Description :

At XIO Storage, we've established a strong foundation for success, based on creating a positive, challenging atmosphere. We believe that people do their best work in a positive, respectful, and challenging environment, where they are empowered with taking the initiative to ensure the company's success.

We offer competitive salaries, excellent benefits and great growth opportunities to our employees. If you have experience in the high-tech storage industry and fit the profile outlined, we urge you to review the available positions below and apply today.

Please note that XIO Storage does not accept unsolicited resume from third-party recruitment agencies, firms, or consultants. XIO Storage will not pay fees to any third party, agency, or firm that has not been expressly engaged by Human Resources in a specific search.



About XIO:

XIO is the leader in performance driven storage with the best price/performance/capacity ratios of any solution in the market. XIO pioneered the only True SHD storage system that amalgamates SSD and HDD in a single pool of storage, resulting in extreme performance that changes the economics of the data center. XIO empowers enterprises to drive database performance to its limits, accelerate business analytics, enable VDI deployments, and greatly improve their server virtualization consolidation ratios. In addition, enterprise-class reliability and ease of use are in our DNA and core aspects of all our storage systems. XIO is field-proven with thousands of deployments worldwide.



Summary:

As an Escalation Engineer, you will work as a member of the ISE Firmware Engineering team, and focus on dealing with issues escalated from service to engineering. You will be responsible for coordinating the engineering responses to field issues discovered at customer sites. This involves working with service to analyze and remediate field issues, and also working as a developer within Engineering to help fix defects in ISE firmware. You will perform as the lead engineer for the Engineering Response Team, serve as the primary liaison between Service and ISE Firmware Engineering, and contribute to the ISE Serviceability Project as well as the ISE Firmware Stability Project.



Principal Duties:

Track all escalations from Service to Engineering

Help Service determine remediation actions for field issues

Ensure that defects discovered at customer sites are properly documented

May be required to be on 24x7 call at times

Deliver failure analyses to Service for customer field issues

Conduct training sessions to educate Service engineers on best practices for analyzing ISE behavior and addressing problems in the field

Help determine primary causes of escalations from Service to Engineering

Help design and implement changes in ISE firmware to make the ISE more serviceable in the field

Help design and implement fixes for defects ISE firmware



Education

BS, MS, or PhD degree (Math, CS, CE, or EE)



Qualifications

6+ years of experience or equivalent combination of education and experience

Proficiency in C

Experience with embedded firmware development environments

Experience with real time systems

Proven ability to design, implement, and test large scale embedded firmware features

Experience with storage devices or subsystems

Prefer some experience with Fibre Channel, SAS and/or SCSI protocols

Good verbal and written communication skills

Strong collaborative attitude and willingness to both learn and share knowledge with team members across the organization.



We are proud to be an EEO/AA employer M/F/D/V.



Education Required: Bachelors

Experience Required: Six years required

Physical Requirements: No

Travel Required: Yes

Location:	Colorado Springs, CO United States