Technical Support Engineer (L2) 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 Technical Support Engineer, you will be responsible for applying advanced level technical support expertise to resolve highly complex customer issues. Customer requests may be received by Support Centers through automated dial-homes, voice initiated technical calls from Customers, Partners, remote maintenance calls, Chat and Web Support Calls. Accept escalated requests from other technical team members as the subject matter expert. Use independent judgment to accomplish objectives.



Work closely with engineering and cross functional teams in resolving customer issues. Identifies and provides resolutions to a diverse range of complex technical problems. Act as a remote customer advocate for selected accounts. Provide problem determination and resolution for customer issues. Develop and implement resolutions to identified problems, and follows standard practices and procedures. Identify and document with management to proactively revise current procedures and tools to improve customer satisfaction. May need to engage or escalate to more senior resources to resolve more 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:

Applies advanced technical expertise using standard operating and diagnostic procedures to resolve standard level issues.

Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution. Contributes to centralized problem identification and resolution database may provide senior or expert level tasks similar to Engineering for assigned products or skills.

Act as a remote customer advocate (account management) to champion specific customer needs for code currency, reporting and product knowledge in collaboration with field teams.

Understands and leverages XIO technical communication structure. Sphere of influence extends well outside of the department. May be asked to participate in virtual team training and product knowledge sharing meetings.

Will participate in the creation and maintenance of eService applications such as Chat, Knowledgebase content, Support forums, etc. Regularly submits content to the knowledge database.

Validates technical information and issues early warnings and disseminates information as needed.

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





Professional Skills

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

Adaptable (ability to quickly learn new technologies as required)

Customer facing experience.

Ability to work in a high-pressure environment.

Problem solving ? Ability to be resourceful and ?figure things out?

Self-confidence ? Ability to express opinions and influence effectively

Professional demeanor ? punctuality, professional attire



Technical Skills

Fluency in advanced troubleshooting skills, methodologies and processes

Broad system application and IT knowledge

Experience in database and application administration



Education Required: Bachelors (Tech) or equivalent

Experience Required: 3 - 5 years

Physical Requirements: No

Limited Travel Required: Yes

Location:	Colorado Springs, CO United States