Sr. Technical Customer Engineer (SANSymphony)

Duties: 

• Provides the following services to partners and end-user customers:
• Troubleshooting and diagnostic support
• Problem resolutions
• Product installations
• Product familiarization training
• Provides L1/2 technical support through E-mail, Telephone, Chat, and Incident Tracking Database
• Keeps Incident Tracking Database up to date with communications and recommendations in a professional manner
• Remains current on all DataCore products and sub-products
• Performs testing on engineering releases and determines suitability for customer shipment and problem resolution
• Works closely with the Product Development Team to provide input on open issues
• Works with customers on both short and long-term issues, including those at the engineering level
• Notifies affected customers and distributes permanent solutions when they become available
• Learns and displays how products would add value to the business
• Evangelizes the value proposition of the DataCore Software stack to broad audience.

Knowledge, Skills & Abilities: 

• Experience with Windows 2019, 2016, and UNIX or other operating systems
• Familiarity with IT practices in a data center
• Networking experience (LAN, WAN, VLAN, DNS, QOS, etc.)
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
• Excellent customer service and communication and interpersonal skills both oral and written
• Ability to follow standard engineering principles and practices
• Creative approach to problem-solving
• Apart from core office hours, he/she shares in an on-call rotation for support coverage which includes weekends and holidays.

Education/Experience:

• 5-8 years’ industry experience (Windows/Networking/Storage)
• NFS, the UNIX remote file sharing protocol
• CIFS, the Windows NT remote file sharing protocol
• SAN connectivity methodologies for storage systems
• TCP/IP and Networking
• RAID
• Storage concepts and infrastructure
• NAS concepts and infrastructure
• Database principle, query building
• Familiarity with monitoring protocols
• Windows and Linux Operating Systems
• Virtual infrastructure
• Remote authentication methodology and data collection on remote systems
• SAN connectivity methodologies for storage systems
• Desired experience with:
• Integration experience
• Familiarity with Storage Industry
• Familiarity with Server Virtualization products
• Scripting (PowerShell, PHP, etc.)
• Microsoft certification preferred but not required.