Technical Services Engineer (L2, APAC Support, Storage)

Our client has Support centers in Mountain View, CA, Lehi, UT, Dublin, Ireland & Singapore, Asia. They are looking for a Technical Support Engineer to join their 24x7 Support team. You will be part of the best Support team in the industry.

You will work on problems of diverse scope where analysis will include hardware, software, and environmental factors within our Storage Array product.

Support Engineers utilize their deep technical expertise to troubleshoot customer issues and resolve them. Successful Support Engineers will be able to build strong networks across different departments in the company.

Responsibilities

Proactively seek to understand customer expectations
Answer and resolve support cases across all severity levels
Own and track customer issues using our ticket tracking system
Own all customer facing communications, ensuring the message is concise and professional
Shares, and documents knowledge via FAQ / KB articles, which can be internal or customer facing
Develops junior support engineers through training, and coaching
Manage multiple projects/support cases simultaneously
Champion customer issues internally, and represent the company externally
Leads large multi participant customer calls, including hot escalations
Normally receives little instruction on day-to-day work, general instructions on new assignments

Requirements

Minimum 5 years of experience in customer-facing, technical support work
Subject Matter Expert in one or more technologies
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
Experience in supporting both hardware, and software products
Ability to triage issues, and escalate them to appropriate engineering groups as necessary
Advanced to expert knowledge of technologies such as operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs, and storage area networks
Knowledge, and ability to troubleshoot Networking, Replication, Performance and Space issues
Demonstration of subject matter expertise in one or more of the following: NFS, S3, SMB, LDAP, IPv6
Must be willing and able to work in an open office, team environment.
Ability to speak 1 Asian language a strong plus