Support Engineer

Job Summary:

StorONE is seeking a customer facing StorONE Support Engineer (SSE) with exceptional problem-solving capabilities to assist in supporting our Enterprise Customers as well as our Sales Architects and Customer Success Engineers.

StorONE Support Engineers provide support and advice on a wide range of technical issues that are encountered by our customers. We are looking for people that are passionate about providing customers the best possible support experience. The support team consists of strong technical individuals with experience effectively communicating with customers and development teams to diagnose and resolve customer facing issues.

Job Responsibilities:

• Work as part of the Support Team to respond to internal and external customer problems and situations.
• Participate in an on-call rotation with other team members
• Provide detailed problem descriptions and incident documentation in our Customer Service Management system.
• Perform and coordinate technical troubleshooting sessions with internal and external customers.
• Work with team members to manage and maintain StorONE Lab Environments for our Pre-Sales, QA, and Support Teams
• Assist our Installation and Integration teams with customer deployments.
• Provide technical feedback to the R&D team on behalf of the customers
• Create and develop internal and customer facing documentation for continuous improvement.

Job Qualifications:

• 5-7+ years of experience providing Technical Support and/or Escalation Service for Enterprise Customers in the Computer Storage Industry.
• Prefer 4-8+ years of experience as a storage or system administrator (NAS, SAN, or Direct Attach) with a strong technical design background.
• Technically oriented with a strong understanding of Data Center technologies, particularly storage solutions capabilities, data protection, virtualization, networking, and application use cases
• Strong analytical skills and consultative skillset to analyze current usage, and customer goals, and recommend actions that drive success for customers
• Excellent written, verbal and interpersonal communication skills
• Willingness to travel to build strong customer relationships.
• Self-motivated

Education Requirements:

• BA/BAS, technical school degree, or equivalent field experience.

Technical Skills:

• Advanced Linux/UNIX Experience (preferably 5+ years experience)
• Experience with MS Windows Administration
• Knowledge and Experience with shell scripting
• Advanced Knowledge of one or more of the following storage technologies:
• Network Attached Storage (NAS)
• NFS
• CIFS/SMB
• o Storage Area Networks (SAN)
• Fibre Channel Protocol (FCP)
• iSCSI
• NVMe (Non-Volatile Memory Express)/TCP and/or oF RDMA
• Object Storage
• Working knowledge/understanding of networking technologies

Interpersonal Skills:

• Must display effective management of time. (Critical to role success)
• Must be self-motivated, customer-oriented, resourceful, and enthusiastic. (Critical to success)
• Must be a good listener with the ability to resolve problems in potentially stressful situations.
• Must be a confident and assertive professional, acting as an independent and adaptive team player