Software Technical Support Engineer

Software Technical Support Engineer

Software Technical Support Engineer



Job ID: 2011-3034
Location: US-CO-Englewood

Category: Customer Service/Support - All Openings
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More information about this job:
Overview:

Quantum Corp. (NYSE:QTM) is a proven global expert in data protection and Big Data management. From small businesses to multinational enterprises, more than 50,000 customers trust Quantum to solve their data protection, retention and management challenges. Quantum’s best-of-breed, open systems solutions provide significant storage efficiencies and cost savings while minimizing risk and protecting prior investments. They include:StorNext®data management software and appliances for high-performance file sharing and archiving,vmPROTMsolutions for protecting virtual servers,DXi®-Series disk-based deduplication and replication systems for fast backup and restore, andScalar®tape automation products for disaster recovery and long-term data retention.

Join us- Make a career of it!!!
Responsibilities:

- Answer phone support requests from Quantum customers and partners on StorNext and other Quantum data storage software 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.
- Demonstrate superior technical skills in the analysis of customer problems.
- Get appropriate resources involved to find a quick resolution.
- Communicate with product development teams and escalate support issues as needed.
- Act as liaison between customers and engineering to correct design functionality issues.
- Continuously communicate troubleshooting and resolution finding efforts to customers.
- Ensure customers are satisfied and can be utilized as a positive reference for Quantum.
- 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.
- Occasionally travel to customer sites in escalation situations.
- Participate in rotating on-call schedule to provide 7x24 support to customers worldwide.

Essential job functions include the following:
- Must be able to perform all job functions in front of a computer screen.
- Must be able to operate a laptop computer in a networked environment.
- Must be able to read product documentation, knowledgebase articles etc, both in printed and electronic format.
- Must be able to communicate within Quantum and with customers verbally in person and over the phone as well as in writing, mainly through e-mail.
- Must be able to multi-task by working multiple different customer issues in parallel.
- Must be able to make proper assessments of customer situations relative to the impact issues have on the customer's production environment.
- Must be able to make quick and good judgment calls to determine most effective next steps and to define action plans.
- Must be able to be courteous to customers at all times, no matter how stressful the situation might be.
- Must be able to accept criticism in order to identify areas for improvements in processes, procedures, personal behavior, etc.
- Must be able to work in a team environment, able and willing to share knowledge and ideas with others as well as accepting knowledge and advice from others.
- Must be able to work flexible hours and overtime as needed to take care of urgent customer issues.
- Must be able to work in an open office environment with tolerance for noise from coworkers nearby.
- Must be able to instruct, guide, negotiate, coordinate, analyze and organize.
- Must complete tasks on time with and without supervision.
- Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Ability to communicate information and ideas so others can understand.
- Ability to analyze information and evaluate results.
- Ability to apply general rules or principles to specific problems to produce answers that make sense.
Qualifications:

- Degree in Computer Science or similar plus 10 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.
- VMware skills are a plus.
- Solid understanding of file system concepts (ufs, NTFS, etc), metadata, and network protocols (nfs, SMB, CIFS, etc). Familiarity with StorNext and/or SAMFS is a plus.
- Ability to read C source code to understand product design and functionality for troubleshooting purposes.
- Ability to analyze core and memory dumps.
- Proficient with debugging tools like kdb, gdb, etc
- 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.
- Superior troubleshooting skills.
- 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.



Quantum is an equal opportunity employer.