Technical Support Engineer
DDN
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇱 Poland
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
LinuxPerlShell ScriptingUnix
About the role
- Provide post-implementation, support desk and front/back line support for customers to solve technical issues on storage hardware and software products.
- Provide daily remote monitoring for storage environment.
- Write, proof read and submit knowledge-based articles on cases closed.
- Manage all open tickets and ensure customers get daily updates regarding case status.
- Manage all open cases to the fastest resolution.
- Liaise with customer facing and internally focused teams for problem resolution.
- Support work is done via e-mail, remote access & phone.
- Demonstrate a thorough technical and business understanding of clients’ needs, including how those pertain to DDN products and services.
- Develop innovative, customized solutions to meet customers’ business needs.
- Clearly communicate complex technical topics to varied knowledge levels of external customers.
- Develop positive and trustworthy relationships with customers and manage customer relationship post-sale to ensure high customer satisfaction.
- Ability to multi-task and manage competing priorities, ensuring all objectives are accomplished.
- Provide reliable, factual and timely information; proactively educate customers and share information as part of the service.
Requirements
- BS in technical discipline such as Electrical Engineering, Computer Science, Mathematics, Sciences, or equivalent industry experience.
- Must have in-depth technical knowledge and problem analysis skills.
- Excellent troubleshooting skills.
- Preferred 4+ years' experience providing technical support to end user customers for storage and/or enterprise level infrastructure products.
- Experience supporting hardware and/or SW products.
- Good understanding of technical fundamentals of system infrastructure including open system platforms (UNIX, Linux, Windows) and networking.
- Able to work a 1st, 2nd or 3rd work shift with occasional overtime; able to work either a Tuesday thru Saturday shift or a Sunday thru Thursday APAC or EMEA shift with occasional overtime.
- Strong communication skills including ability to connect with customers via phone, face to face, and in written correspondences.
- Preferred technical knowledge: Linux OS, Unix OS, Windows OS, Mac OS, SCSI, Lustre, GPFS, CXFS, QFS, ZFS, NAS, SAN, Perl, Shell Scripting, Solaris, C++, Visio.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingproblem analysisstorage hardwarestorage softwareLinux OSUnix OSWindows OSMac OSPerlShell Scripting
Soft skills
communicationcustomer relationship managementmulti-taskingproblem resolutioncustomer satisfactionteam collaborationtime managementwritten communicationinterpersonal skillsadaptability