Storage Engineer
Storage Engineer
What you will be doing
Help resolve software and technical questions for the customer efficiently and effectively
Gather the required information necessary to triage and troubleshoot issues and questions
Manage customer expectations regarding estimated response times for issue resolution
Resolving the issues through phone, Zoom, and email communication channels
Meet SLAs like response and resolution times by partnering within L1, L2, L3, and Critical Case teams
Extensively research and document customer technical issues
Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate
Partner with Technical Support team members on various strategic projects when needed
Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status
Run monitoring reports for usage, performance, and/or availability
Document solutions for knowledge base and bring new ideas for innovation and automation excellence in the Support team
Monitor customer health and application alerts
Assist with customer upgrades
What we are looking for
Ability to empathize with the customer and convey confidence
Excellent Customer Service skills
Excellent ability to learn and articulate software-related and technical concepts
Strong active listening skills and excellent written and oral communications skills
Strong attention to detail when communicating with customers (verbal & written)
Bachelor’s Degree in Computer Science Engineering (or related technical discipline)
1-3 years of relevant experience in L1 technical customer support (voice and email), with a strong customer interaction experience
Good debugging skills
Willing to work in a 24×7 environment and provide weekend coverage, if needed
Ability to multitask in a fast-paced environment
Required Skills
Familiarity with Linux
Understanding of basic computer networking
Understanding of basic shell scripting (bash and python preferred)
Understanding storage concepts, and distributed file systems preferred
Desired Skills
Experience with Salesforce case management
Experience with distributed systems, NoSQL DB, storage systems knowledge
Experience with DevOps in a storage environment
Experience in Object Storage (OpenStack Swift, Ceph, Scality, Cleversafe, etc),
