Software Product Support Engineer

Job Details

Description

The SPS Team is a group of technical support engineers located across the country who provide world-class technical support to our customers. We strive to provide a customer focused, single point of contact for Quantum software issues, providing customers real value through ownership and prompt and friendly support. We are a team of subject matter experts who thrive in a creative and collaborative environment.

Job Summary

In this position you solve complex high-tech problems on leading edge technology in the data storage space. You’ll be working with some of the largest Broadcast, Data Center and Government customers in the world, together with an international team of passionate experts.

Job Duties

• Answer technical support requests from Quantum customers and partners on Quantums Big Data products, including StorNext Software, StorNext Appliances, Lattus Object Storage, Q-Series Disk Arrays and other Quantum products.
• Provide remote technical support on these products and resolve highly complex issues in a wide variety of technical environments.
• Gather problem descriptions, log files, configuration data, and analyze them in order to determine root cause and find solutions.
• Get appropriate resources involved to find a quick resolution.
• Communicate with Product Sustaining and Development teams and escalate support issues as needed.
• Continuously communicate troubleshooting and resolution finding efforts to customers.
• Create, review, edit and manage troubleshooting and problem solution information in the CRM call handling system and the corporate knowledge database.
• Participate in product development programs to ensure the inclusion of service support requirements.
• Support beta and pre-release field evaluations of new products or product enhancements.
• Provide input to engineering on serviceability of new products.
• Work independently in a fast paced customer service environment without requiring immediate supervision.
• Provide training on advanced technical issues to other team members.
• Participate in rotating on-call schedule to provide 7x24 support for customers worldwide.
  
  

• Degree in Computer Science or similar plus 2 or more years’ experience in a customer service technical support role.
• Advanced Linux/Unix system administration and troubleshooting skills on multiple Linux/Unix platforms.
• Advanced Microsoft Windows system administration and troubleshooting skills.
• Extensive Apple knowledge/skills is a plus.
• Solid understanding of file system concepts (ufs, NTFS, etc), metadata, and network protocols (nfs, SMB, CIFS, etc). Familiarity with StorNext is a plus.
• Proficient with shell scripting and shell utilities (vi, grep, awk, sed, find, etc).
• Superior knowledge of fibre channel, iSCSI and SCSI technology, networking and SAN.
• Familiarity with FC and LAN switches.
• Excellent organizational skills.
• Ability to understand customer needs, to “read” the customer and adapt behavior/approach accordingly.
• Ability to multi-task between several critical customer situations at the same time.
• Ability to work independently, as well as contributing as a team player.
• Evidence of personal and professional energy and excellence.
• Ability to communicate fluently in English both verbally and written.