Technical Services Engineer - Flasharray

Technical Services Engineer – Flasharray

A minimum of 3 years of experience in a professional enterprise level technical support role
Must be able to work the following shift: Mon – Fri 8am – 5pm MT
Proven technical troubleshooting skills in a complex multi-platform-system-vendor environment and configurations
Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources
Experience in supporting both hardware, and software products
Ability to triage issues, and escalate them to appropriate engineering groups as necessary
Working knowledge of technologies such as operating systems (LINUX, Windows, VMware), LANs & WANs, and Storage Area Networks
Knowledge and ability to troubleshoot Networking, Replication, Performance and Space issues
Good organizational and time-management skills
Exceptional customer service and communication skills
Bachelor’s Degree in Computer Science or related technical field or relevant experience

Proactively seek to understand customer expectations
Answer and resolve support cases across all severity levels
Own and track customer issues using our ticket tracking system
Own all customer facing communications, ensuring the message is concise and professional
Share and document knowledge via FAQ / KB articles, which can be internal or customer facing
Mentor junior support engineers through training, and coaching
Manage multiple projects/support cases simultaneously
Champion customer issues internally and represent the company externally
Lead large multi participant customer calls, including hot escalations
Normally receive little instruction on day-to-day work, general instructions on new assignments
Weekend, holiday, and on-call duties as required