Quantum Looking for Software Technical Support Engineer – DXi (US Hours) at Bengaluru, Karnataka Full Time

The DXi product is a mixture of many different technologies (Linux, RAID, VTL, NAS, De-duplication, etc.) all working together and creates unique opportunity to grow support resources and to hone skills much less utilized in other areas. In addition, this team also supports Q-Series Disk Arrays, Video surveillance storage, large ActiveScale environments and other Quantum products.

Job Duties:
Demonstrates self-initiative and self-direction in learning activities and professional development (e.g. reviewing Technical Bulletins, product manuals, etc.).

Demonstrates excellent interpersonal skills, effective listening, concern with quality deliverables and an appropriate send of urgency in fulfilling customer requirements.

Sets an example of excellence in areas such as; responding to service requests, providing timely, concise and accurate updates to service requests and other administrative requirements.

Professionalism reflected in oral and written communication.

Follows through commitments to customers and Team members.

Follows documented procedures and processes in the performance of job responsibilities.

Analyze DXi Advanced Reporting output and determine system health, usage patterns, ingest, replication, deduplication, and reclamation/garbage collection performance.

Able to isolate problem to the product, ecosystem, or backup hosts/software.

Prior to escalating upwards, when required, ensure updates to SRs are complete and due diligence has been done for your level utilizing all troubleshooting tolls available.

When required, demonstrates the ability to install, configure and deliver customer orientation for products you are qualified to support.

Demonstrates the ability to troubleshoot, upgrade and repair the products you are eventually qualified to support and utilizing processes and procedures.

Demonstrates logical troubleshooting techniques when documented procedures fail to resolve the problem.

Performs other duties as required such as leading or assisting on special projects, installations, etc.

Participate in rotating on-call schedule to provide 7×24 support for customers worldwide.

Successfully complete all training assignments, which include on-the-job instruction as well as training in a formal classroom setting as well as online.

Serves as role model of professionalism by promoting teamwork, demonstrating characteristics such as position attitude, high energy and establishing high standards of personal performance and ethical conduct.

Ensures customers are satisfied and can be utilized as a positive reference by timely resolution of problems and frequent contact.

Identifies deficiencies in internal process.

Job Requirement (Include: Education, Skills & Experience)

Degree in Computer Science or similar/equivalent educational qualifications with at least 5 or more years of experience in a customer service technical support role.

Direct experience with data storage, specifically VTL and NAS products.

Experience with NetApp/LSI is a plus.

Experience with replication and de-duplication technologies is a plus.

High level UNIX system administration and troubleshooting skills on multiple UNIX platforms – Solaris,

HPUX, AIX and particularly LINUX.

High level Microsoft Windows system administration and troubleshooting are a plus.

Familiar with VMware and VCP certification is a plus.

Knowledge of fiber channel, iSCSI and SCSI technology, networking and SAN.

Familiar with backup applications such as EMC Networker or Symantec NetBackup, Backup EXEC or CommVault is a plus

Superior troubleshooting and organizational skills.

Ability to understand customer needs to “read” the customer and adapt behaviour/approach accordingly.

Ability to multi-task between several critical customer situations at the same time.

Ability to work independently, as well as contributing as a team player.

Strong customer relations skills and understanding of the sales cycle.

Ability to establish technical credibility and in-still customer confidence in a wide variety of technical environments.

Follows through on commitments to customers and team members.

Must be proficient in both spoken and written English.

Work Hours – USA Time Zone 8.00am to 5.00PM