Storage Engineer

Job Description

Roles & Responsibilities:

Be the subject matter expert in storage area, proactively understand the customer environment and propose best use of the product

Answer and resolve support cases across all severity levels

Own all customer facing communications, ensuring the message is concise and professional

Manage customer issues in a timely manner and escalate to appropriate team as necessary

Shares, and documents knowledge via FAQ / KB articles, which can be internal or customer facing

Develop HDL and LLD for storage architecture

Leads large multi participant customer calls, including hot escalations

Participate / Lead one or two team projects to contribute to the process enhancement

Develops junior support engineers through training, and coaching

Manage the complex and critical cases with escalation team

Contribute new ideas and theories to assist colleagues in brainstorming sessions for support issues, developing and attending training for self-improvement to assist and share knowledge with team

Perform new installations, system upgrades and migrations.

Requirements:

Diploma/Degree in Computer Science or equivalent

Minimum 10 years of experience in customer-facing, technical support work

Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources

Proven technical troubleshooting skills in a complex multi-platform-system-vendor environment

Ability to triage issues, and escalate them to appropriate escalation groups as necessary

Knowledge, and ability to troubleshoot Networking, Replication, Performance and Space issues

Demonstration of subject matter expertise in one or more of tech knowledge

Advanced knowledge and experience in storage systems and platforms implementation and support

Advanced knowledge of operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs, and storage area networks

Storage design knowledge is a plus