DescriptionProduct Support EngineerSummary:The PSE position embraces a leadership role in the Support organization, as the interface between Development Engineering and the System Support Specialist team. Identifying solutions to complex problems and working throughout the organization to provide a resolution.
Troubleshooting and communication skills are essential, with the ability to create concise action plans for our teams and the customer to understand the path forward.
The ideal candidate will be self-motivated, with a desire to provide coaching and documentation for the organization through creation/maintaining the Knowledge Base, along with providing group training.
The role also requires a close working relationship with the Escalation Management Team to provide a Subject Matter Expert level of assistance during remote sessions and conference calls. This can require patience and the ability to explain technical information at various technical levels within the customer organization.
Responsibilities:- Work customer incidents and consultations that have been escalated from the Tier 2 team.
- Perform analysis and troubleshooting of Spectra Logic products in customer environments.
- Includes supporting Service Providers FE's or Fly-and-Fix
- Identify possible product/service/process quality issues affecting the field and bring them to the attention of the Support Manager(s) and Dev Engineering, via the defined RFA escalation process.
- Take corrective action to provide timely resolution of technical problems affecting customer experience.
- Participate in on-call duties on a rotating basis to provide 24x7 technical and short notice Fly-and-Fix travel to customer sites when required for Spectra onsite support
- Use gathered information to initiate and manage product or process improvements.
- Attend cross-functional meetings geared toward improving product quality, discussing product changes, and prioritizing enhancements and bug fixes.
- Manage and organize the collection, verification, and dissemination of product technical information (specifically the Support Confluence space).
- Includes collaboration with Tiers to create accurate articles for the Knowledge Base, in addition to creating highly technical content.
- Utilize lab equipment for issue reproduction and testing code releases.
- Follow-up on customer issues with important attention to detail.
- Respectfully collaborate with peer colleagues, the Escalation Management Team and Dev Engineering to resolve issues.
Basic Qualifications:- Advanced knowledge of Storage Hardware, Backup Applications, Servers, SAN, Windows, Unix/Linux Operating Systems.
- Knowledge of tape drives and disk storage arrays
- Experience with controlling situations with displeased customers, leading to potentially stressful and time consuming resolution paths of customer issues.
- Ideal candidates will possess excellent troubleshooting skills utilizing logical processes and possess the ability to learn new technical concepts quickly.
- Excellent written and verbal communications skills, strong organizational skills, and creative problem-solving skills.
- Strong interpersonal skills, with ability to communicate at all organizational levels.
- Prior experience in Field service and Technical Call Center Support environment desirable.
- Good organizational and time management skills, in addition to a positive attitude are required.
- Ability to work on multiple projects while adapting to shifting priorities.
Desired Qualifications:- Experience with Samba/FreeBSD/ZFS
- Experience with Java/Python/Ruby/Bash
- Experience with AWS S3
Education: Four-year degree (BS) in Electrical Engineering Technology, Computer Science, Equivalent technical degree.
Travel Requirements: Up to 15%
Candidates must reside within commuting distance of our Boulder, CO office. Relocation assistance is not available. Only local candidates will be consideredCompensation: 82K - 115K/ year. While this salary range is a good faith and reasonable estimate, a candidate's actual salary will be competitive based on a variety of factors including the candidate's knowledge, skills, and experience.
