Technical Support Engineer
The Technical Support Engineer will provide a rewarding customer experience by promptly resolving technical issues for customers and partners deploying QuantaStor, our Linux based Software Defined Storage (SDS) platform. The Technical Support Engineer will be capable of working independently and professionally in an agile team environment. This role requires an individual who has great communication skills and is highly technical. The ideal candidate will possess in-depth knowledge of enterprise storage technologies, in particular OpenSource technologies, and will be able to demonstrate that technical expertise for storage products, distributed storage architectures, file systems, and operational support of Software Defined Storage (SDS) NAS/SAN products.
What You Will Be Doing
Responding promptly to customer inquiries via email, telephone or Customer Service Portal.
Diagnosing, troubleshooting, and resolving software, hardware, data transport, and network issues related to product offerings
Managing multiple customer cases simultaneously, ensuring all case-related information and activities are accurately documented, providing timely progress updates to customers and account managers to maintain service level agreements.
Assist the Sales and Channel teams with sales engineering support and SDS solution design.
Document useful case resolutions in KnowledgeBase and assist Product development team with documenting new features and releases in Wiki Documentation system.
Configuring various server and workstation Operating Systems (Windows, Linux, UNIX, OS X) and software applications(SQL Databases, I/O Benchmarks) in test environments to reproduce customer environments and issues.
Participate in a 7x24 on-call schedule with other members of the OSNEXUS Support team.
What You Bring To the Team
A minimum of 3 years of experience in a customer-facing, technical support role as a storage, Linux system administrator, or similar role.
Proven ability to understand customer needs and assist them capably via available escalation paths and resources towards resolution.
Excellent customer interaction skills with the ability to handle and diffuse challenging situations.
Ability to respond to customers in writing and over the phone with a high degree of professionalism and accuracy.
Ability to work under dynamic conditions and constraints with minimal supervision—i.e. strong analytical, prioritization, time management, and follow-up skills.
Working knowledge and recent experience on installing, configuring, and troubleshooting Linux systems.
Some experience with distributed file systems (Gluster), block storage (CEPH) and/or object storage technologies (OpenStack Swift).
Scripting experience with shell (BASH), Python, etc.
Firsthand Experience and Technical troubleshooting skills with the below:
* Modern operating systems: Linux, Windows, Mac OS X
* Virtualization technologies: VMware, Hyper-V, XenServer, OpenStack
* SAN and NAS technologies: Fibre Channel, iSCSI, NFS and CIFS/SMB, SAS, RAID
* Networking: TCP/IP, VLAN
* Server hardware from HP, Dell and SuperMicro
Salary DOE, Stock Options, Medical, Dental.
About OSNEXUS Corporation:
OSNEXUS is a premier provider of Software Defined Storage (SDS) solutions for the enterprise.
The QuantaStor enterprise Software Defined Storage (SDS) platform is designed to tackle scale-out storage challenges in cloud computing, Big Data and high performance applications. The product is designed for the IT generalist and is both intuitive and powerful.
QuantaStor enables companies to leverage commodity servers (Dell, HP, IBM, Supermicro, etc) as enterprise SAN/NAS storage appliances providing dramatic savings in storage costs.
Built on top of Linux, QuantaStor has unique scale-out management technology called QuantaGrid which combines two or more appliances into a logical grid, so that they can be easily managed as a unit regardless of their geographic location. This saves time and makes storage management and provisioning easier for IT generalists and experts alike.
QuantaStor is a flexible storage platform suitable for solving a wide range of storage challenges with integrated ZFS technology, SAN/NAS protocol support (iSCSI, FC, NFS, CIFS) as well as scale-out NAS (CIFS & NFS), and has integrated support for CloudEra Hadoop. QuantaStor also support a High Availability environment and supports replication to a secondary site for Disaster Recovery
For more information please visit www.osnexus.com or email us at firstname.lastname@example.org.
RECRUITMENT AGENCY POLICY
OSNEXUS does not accept agency resumes. Please do not forward resumes to our jobs alias, OSNEXUS employees or any other company location. OSNEXUS is not responsible for any fees related to unsolicited resumes.