Object Storage Technical Support Engineer - Level 2 DataDirect Networks
DataDirect Networks (DDN.com) is a world leader in massively scalable storage. We are the leading provider of data storage and processing solutions and professional services that enable content-rich and high-growth IT environments to achieve the highest levels of systems scalability, efficiency and simplicity. DDN enables enterprises to extract value and deliver results from their information. Our customers include the world's leading online content and social networking providers, high performance cloud and grid computing, life sciences, media production organizations and security & intelligence organizations.
We are currently seeking an Advanced Technical Support Engineer - Level 2
The Advanced Technical Support Engineer - Level 2 (ATSE) will primary be responsible for include in-depth analysis and resolution of complex software and/or firmware issues for DDN object storage product portfolio, communicating to customers and strategic partners, and interfacing with multiple engineering teams as well as Support and Services teams. The ATSE will have direct communication to the Engineering for escalated issues and drive the issues to resolution. As a result, the TSE will need to partner strongly with several cross-functional teams to resolve all technical problems in post-sales capacity. This position requires considerable knowledge of object storage systems, object storage applications and protocols, operating systems, networking, troubleshooting processes, and performance tuning. Candidates must have strong analytical, troubleshooting, problem resolution and communication skills, including ability to communicate with customers via phone, face to face, and in written correspondences.
Responsibilities for this role include but are not limited to:
Main escalation point for the DDN Level 1 Support Desk for DDN product issues.
Escalation management with customers and engineering.
Provide a liaison between the first line customer solutions team and the development organization to isolate field issues and identify root causes.
Ownership of ticket to resolution and closure
Communication to customer and internal employees is done via e-mail, remote access, phone, and on-site.
Gain a technical and functional understanding of company product architecture and develop expertise in analyzing logs to isolate problems
Collect logs and data to assist in ongoing investigation of underlying defects in hardware and/or software that contributed to the customer issues.
Log defect reports against engineering development organization for confirmed defects and follow through with development team to ensure delivery of fixes.
In narrowly defined circumstances, implement and test code fixes for urgent customer issues.
Write and/or review root cause analysis and customer impact statements for field reported problems.
Coordinate with customer solutions team to develop an understanding of customer configurations and usage patterns in order to be able to more effectively investigate reported problems.
Handle out of hours support calls on a rotating basis.
Follow up with customer solutions to provide support for resolution of customer-side issues that contributed to field reported problems.
Develop positive and trustworthy relationships with customers.
Qualifications for this role are:
BS in Electrical Engineering, Computer Science, Mathematics, Sciences, or equivalent; industry experience of 3+ years working with enterprise software and/or hardware support role.
Demonstrate a thorough technical understanding of clients? needs, including how those pertain to DDN products and services.
Clearly communicate complex technical topics to the varied knowledge levels of external customers.
Ability to multi-task and manage competing priorities, ensuring all objectives are accomplished.
Experience supporting post-sales efforts is essential to success in this position.
Must also have object storage system support, development and/or test experience.
Technical Expectations: The following are preferred technical requirements: Linux Server, Windows Server, networking protocols and file systems (CIFS/SMB, NFS, Object).
End-to-end system engineering analysis skills is a plus.
Must have in-depth technical knowledge and problem analysis skills.
Good understanding of the technical fundamentals of the system infrastructure including open system platforms.
Excellent troubleshooting skills.
Good verbal and written communication skills.
Excellent customer interfacing skills.
Provides Reliable Information:
Builds credibility in a resource role by remaining factual and timely in providing information
Maintains his sources for quick access to time-sensitive information and to stay abreast of new developments
Proactively educates customers or shares information as part of the service they deserve.
Demonstrates a complete understanding of all DDN products and services.
Responds to all customer requests in a timely manner, while maintaining accuracy.
Delivers Added Value to Customers:
Stays in touch with market trends, including environmental and competitive forces influencing the market, so that he can be seen as a valuable resource to important constituents internal or external to the organization
Constantly seeks information that will be useful but is not readily available to colleagues
Enjoys being sought for advice and instruction
Spends the time to build a base of knowledge that ultimately helps others to be more effective.
Knowledgeable about how DDN products interact with other products in the market.
Does not wait for guidance, pro-actively identifies and delivers value to customers.
DDN Core Characteristics
DDN has a very strong orientation towards these 4 characteristics and any successful employee will demonstrate these capabilities:
Self Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives.
Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable.
Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful.
Innovative - Builds and improves key business processes that enhance the effectiveness of DDN. Generates new ideas, challenges the status quo, and solves problems creatively.
DDN takes pride in developing and promoting talent as an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, veteran status, or any other category protected by law. By fostering a diverse business environment, DDN welcomes opportunities to learn from each other, our customers, investors, suppliers, and business partners.
Thank you for your interest in joining DDN!
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