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lead support engineer

Application Support, Linux, Network Administration, Storage Systems

We are seeking a highly experienced Lead Support Engineer to join our remote team.

With 5+ years of relevant production experience and at least 1 year of leadership experience, you will be responsible for providing technical support and leading a team of support engineers. As a Lead Support Engineer, you will be the go-to expert for troubleshooting and problem resolution, ensuring exceptional customer support and satisfaction. Your role will involve overseeing the support requirements, identifying defective parts, coordinating repair processes, and guiding customers through complex troubleshooting. Additionally, you will collaborate with other engineers and provide technical leadership within the team.

  • Lead and supervise a team of support engineers
  • Provide high-level technical support and troubleshooting for our distributed NAS storage product
  • Oversee support requirements, including problem assessment, hardware and software troubleshooting, and system configuration
  • Identify defective parts and authorize their return for repair
  • Log hardware and software bugs
  • Collaborate with other engineers to resolve product issues
  • Become a subject matter expert on our service offerings, storage products, and distributed architecture
  • Ensure exceptional customer satisfaction and deliver a professional support experience
  • Contribute to a rotating on-call schedule, including after-hours shifts
  • 5+ years of relevant production experience in a technical support role
  • 1+ year of relevant leadership experience
  • Strong troubleshooting skills and experience with CIFS problem resolution
  • Knowledge of current and emerging storage architectures
  • Background in storage, networking, or Linux industries
  • Familiarity with high-performance and cluster computing
  • Bachelor's Degree in Electrical Engineering, Computer Science, Information Systems, or equivalent industry experience of 4+ years in enterprise hardware support
  • Comfortable troubleshooting customer issues with incomplete or inaccurate information
  • Basic knowledge of networking and switching architecture
  • Intermediate familiarity with UNIX (BSD, Linux, System V, Solaris)
  • Excellent verbal and written communication skills
  • Superior organizational skills and self-motivation
  • Demonstrated ability to research problems independently using lab experimentation and online resources
  • B2+ English level
nice to have
  • Experience with Lustre, GPFS, Spectrum Scale, EMC, or ActiveStor
  • Network troubleshooting skills
  • Familiarity with NAS and SAN technologies
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