Product Support Specialist (L3) 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 a Product Support Specialist, you will be responsible for providing customer technical support at the highest level within the XIO service team.



Work closely with engineering and cross functional teams in resolving escalated, complex issues. Will be expected to develop and participate in solutions based ISE Storage System training and problem resolution skills development. Develops broad knowledge of the organization?s mission and strategy and relates it to day-to-day issues.



Principal Duties:

Handle escalations from the L2 support team

Act as the interface between support and the product development engineering team

Create customer-facing root cause analysis and failure analysis documents

Resolve new and undocumented technical problems

Create knowledge base articles

Sustain EOL products through code fixes and technical problem resolution

As a 24X7X365 organization, shift work, night shifts, holidays and on-call responsibilities may be required as well as occasional travel to customer sites.



Education

A bachelor?s degree (BA/BS) from a four-year college or university, or equivalent combination of education and experience is required.



Professional Skills

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations.

Ability to write reports, business correspondence and procedure manuals.

Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.

Ability to deal with a variety of abstract and concrete variables.

Ability to work in a high-pressure environment.



Technical Skills

Storage Systems, FC, iSCSI, NAS background training is highly desirable. Virtualization technologies is a big plus.

Microsoft Office Suite, development software, internet software, database software

Fluency in advanced troubleshooting skills, methodologies and processes

Broad system application and IT knowledge



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



Education Required: Bachelors (Tech) or equivalent

Experience Required: 10 or more years required

Physical Requirements: No

Limited Travel Required: Yes

Location:	Colorado Springs, CO United States