Suppot Systems Engineer Level 3

Support/Systems Engineer (Level 3)

 

 

 

Summary:

 

The Support/Systems Engineer will work within the Global support team. They will closely interact with the Account engineers to resolve and recreate issues in the OEM customer base as well as respond to online support tickets. The role has a post sales focus but the Support/Systems Engineer is also the backup for the Account engineer, therefore occasional pre sales effort required. The customer base is global, but this position would focus on the US East regional customers. Occasional travel would be required to support customers and for training classes.

 

 

Essential Duties and Responsibilities:

 Support Xyratex customer base for RAID and non RAID product lines, predominantly via phone to ensure any issues are resolvedEnsure customer enquiries are addressed in a timely mannerRecreate issues in the lab environment and interact with development/engineering personnel to drive resolutionsBe able to operate and use customer software and hardware which is required to reproduce the issueBe able to proactively engage with technically challenging customer issues in new environments and/or new technologyHelp build and sustain relationships with customers and partnersTrack issues completely and effectively via company databases and online ticket system.Work closely with internal company resources to drive customer technical issues to resolution and complete satisfactionBe willing to take a call from customers and/or Xyratex employees, on a best effort basis, anytime.  At a minimum, this will include wearing a pager or cell phone as much as possible.  When personal commitments prevent this level of commitment, work with management to direct the communication to another available engineer. Coordination should be done proactively to ensure that issues are handled efficiently.

 Be willing to participate in the our of hours call schedule to maintain 24/7 support coverage (extra compensation available)Occasional Travel required, usually averaging 10%.  There will be a mix of domestic and international travel, requiring a valid passport.

 

 

Qualifications/Education:

 Bachelor's degree; three to five years related experience and/or training; or equivalent combination of  technical education and experienceExcellent written and verbal communication skillsComprehensive understanding of storage hardware concepts (e.g. SAN, RAID, SCSI, Disk Drive, FC, SAS etc.)Comprehensive understanding of storage software concepts (e.g. Backup, File Systems, Volume Mgrs, Replication, etc.)Comprehensive server application knowledge (e.g. Oracle, Exchange) Comprehensive Operating System knowledge (e.g. MS, UNIX, Linux, etc.)Ability to perform practical engineering assignments applying basic engineering principles to the solution of System Engineering problemsAbility to read, analyze, and interpret technical journals, and engineering specifications  Ability to respond to technical inquiries from co-workers, customers, and vendors in a clear, accurate, and professional mannerAbility to define problems, collect data, establish facts, and develop, prove, and document the conclusions and/or solutions