What are the responsibilities and job description for the Sr. Technical Customer Engineer (SANSymphony) position at DataCore Software?
Sr. Technical Customer Engineer (SANSymphony)
As a member of the World Class Customer Engineering team, which has won the prestigious Stevie Award for nine consecutive years, this position helps drive customer satisfaction and supports DataCore‘s SAN Symphony software solution, ensuring alignment between the technical solutions and the business needs. This team member will be part of a culture that inspires technical experimentation and empowers our teams to make sound technical and architectural decisions. The successful team member will be part of a front-facing team from DataCore and be able to gracefully balance schedule needs with creative imperatives, pushing for quality and innovation.
We operate in agile development environments and are transforming Customer Engineering to embrace agility. You will have an opportunity to make a difference and grow your skills and experience.
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.
Working hours are aligned to business needs and customer base. This will either be APAC support starting at 19:00 EST (05:30 IST), EMEA support starting at 03:00 EST (13:30 IST), or US support starting at 11:00 EST (21:30 IST). These timings will vary due to daylight savings time. Apart from the support hours, members are required to be on-call rotation for coverage which includes weekends and holidays.
