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senior support engineer

Application Support, Linux, Network Administration, Storage Systems

We are seeking a highly skilled and experienced Senior Support Engineer to join our remote team.

With 3+ years of relevant production experience, you will be responsible for providing high-level technical support for our distributed NAS storage product. Your role will involve problem assessment, interactive troubleshooting of hardware and software, system configuration, and guiding customers toward problem resolution. Additionally, you will collaborate with other engineers to resolve product issues and become a subject matter expert on our service offerings, storage products, and distributed architecture. The ability to deliver exceptional customer support and ensure customer satisfaction is of utmost importance. As a Senior Support Engineer, you will contribute to a rotating on-call schedule, including after-hours shifts.

  • Assess and troubleshoot customer issues with our distributed NAS storage product
  • Provide interactive troubleshooting for hardware and software problems
  • Configure systems and guide customers through problem resolution
  • Identify and log hardware and software bugs
  • Collaborate with other engineers to resolve product issues
  • Become a subject matter expert on our service offerings and storage products
  • Maintain a high level of customer satisfaction and deliver a professional support experience
  • 3+ years of experience in a customer service role, preferably resolving complex technology-related problems or as a QA engineer
  • 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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