The Service Engineering Specialist's primary responsibility is to act as the second level of support, resolving highly complex issues related to tape library/disk-based storage products in a wide variety of technical environments.
Responds to customer product inquiries via telephone and in written internet-based email or chat sessions.
Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities.
Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action.
Documents customer information and recurring technical issues to support product quality programs and product development.
Refines professional expertise, applies company policies and procedures to resolve a variety of issues.
Works on problems of all scope where analysis of situations or data requires a review of a variety of factors.
Exercises judgment within defined procedures and practices to determine appropriate action. Use logic and reasoning to identify the strengths and weaknesses of alternative solutions and approaches to problems.
Communicates information and ideas so others can understand.
Builds productive internal/external working relationships.
Requires self-initiative and self-direction in learning activities and professional development.
Must demonstrate ability to function in team environment and project a positive attitude.
Will have the ability to recognize customer expectations and take all steps necessary to satisfy those requirements within the boundaries of the position to enable positive reference of Quantum by our customers.
Will ensure use of and contribution to the organization knowledge base.
Mentor less experienced team members.
Degree in Computer Science or Electrical Engineering, or equivalent work experience.
5 or more years of customer/technical support experience.
Strong customer relations skills and understanding of the sales cycle.
Follows through on commitments to customers and team members.
Ability to establish technical credibility and instill customer confidence in a wide variety of technical environments.
Direct experience with Enterprise-level or Quantum tape library/drive products (e.g. Scalar i500, i6000, i40 and i80).
Superior troubleshooting skills.
Deep knowledge of FC, SCSI, SAS and SAN.
Ability to demonstrate solid understanding of SCSI and FC logs as well as an advanced understanding of customer ecosystems.
High level UNIX (Linux, Solaris, HPUS, etc) and/or Microsoft Windows system administration and troubleshooting skills necessary.
Experience with Mac and Veeam a plus.
Familiar with VMware.
Solid working knowledge of one or more backup apps (e.g. Veritas NetBackup/Backup Exec, Commvault, Veeam, and Dell/EMC NetWorker).
Direct experience with an encryption solution.