Solution Architect - Professional Services Team

Pivot3   •  

Rochester, NY

Industry: Technology


5 - 7 years

Posted 58 days ago

This job is no longer available.

Pivot3 is a fast-growing pioneer of Hyper-Converged Infrastructure (HCI), an exciting technology that is driving a profound transformation in IT. Analyst firm Gartner has identified HCI as being the hottest area of IT for the next several years. Pivot3's solutions enable users in Healthcare, Entertainment, Government, and Manufacturing to power teams with virtual desktops (VDI), reduce risk with powerful Disaster Recovery solutions and enhance security with purpose-built Video Surveillance solutions. As the HCI market continues to grow and evolve, we are doing the same. We’re expanding our Sales and Engineering teams nationwide to work in a green-field market/territory and grow our customer base. As a Professional Services Engineer - OSR (Onsite Resident), in the Professional Services Department, you will work onsite designated to a specific customer conducting customers installs, maintain or restore their production environments through established services and support processes. Your role will be crucial in maintaining a high level of customer success through engagement directly with the customer and Pivot3 stakeholders in Operations, Engineering, Support, Sales and Professional services. A little more about a day in the life as our Professional Services Engineer The position of the Professional Services Engineer-OSR applies to the implementation of Hyper Converged Infrastructure (HCI) and Surveillance solutions, advanced level of services and to methodically plan, implement, analyze and resolve customer engagements and production related issues. Pivot3 solutions provide opportunities to troubleshoot hardware, software, and network issues as part of your daily routine so your ability to effectively communicate at all engagement points in the process is crucial to our success. Key Function and roles as an OSR with Pivot3:

  • System Engineering focus in Acuity, vSTAC, & Key Enterprise Apps, (Surveillance, VDI, Databases, Backup, Cloud, Big Data)
  • Implementation- Design, deploy, configure and conduct ongoing management of Pivot3 solutions
  • Advanced Services- Annual Upgrades of Pivot3 software, Annual Tune Ups, data migration and Disaster Recovery, network consulting
  • Support Services- Level 1 and 2 Support
  • Project Management on new and future Pivot3 projects
  • Serves as a liaison between Pivot3 Support, Local Sales Teams, & Engineering
  • Onsite Technical Training to organization’s staff
  • 24/7 on call

Your abilities:

  • The highest levels of enthusiasm to lead customers to a timely, successful resolution of their support requests
  • A self-starter taking initiative in making decisions to better his or her work environment
  • Develop and maintain an extensive working knowledge of Pivot3's solutions; Surveillance and Hyper Converged Infrastructure
  • Establish, maintain or follow tech supportprocesses in a timely manner
  • Proven working experience as a project administrator in the information technology sector
  • Able to manage the relationship with the client and all stakeholders
  • Perform risk management to minimize project risks
  • Create and maintain comprehensive project documentation
  • The highest levels of enthusiasm to lead customers to a timely, successful resolution of their support requests
  • Establish, maintain or follow bookings and order entry
  • Proactively stays current with all the latest technologies concerning Pivot3’s products and the underlying technologies
  • Handle issues that have been escalated up from Sales, Customer Support, and Development organizations
  • Flexibility to work through common product issues
  • Prioritizes your time across multiple tasks and work independently when required
  • Listen, comprehend and maintain a professional demeanor during stressful situations
  • Understands the complexity and processesrequired to run a Professional Services organization
  • Ability to communicate at both the technical and non-technical level with customers, partners and internal staff
  • Leverage industry standard and Pivot3 developed tools as necessary
  • Maintain a high level of motivation to support Pivot3 customer success
  • Strong analytic and troubleshooting skills; mapping symptoms to known issues
  • Strong written and verbal skills
  • Services customers while truly enjoying building the business
  • Innovative ideas and positive “can-do” behavior in the workplace

Minimum Requirements

  • Bachelor’s Degree in Engineering or a related field or equivalent experience
  • 5+ years of experiencesupporting data center storage, application deployment, ESXi/VMware, VDI (Virtual Desktop Infrastructure) or converged solutions
  • Established Horizon View and vCenter installation and configuration proven experience
  • 5+ years of experience executing customer facing support in a technical environment
  • Strong knowledge of storage technologies: SAN, NAS, DAS, ISCSI, Virtualization, Backup, Recovery, Replication.
  • Implemented process / tools for case management
  • Rolled out metrics to track customer sat and response rates
  • Excellent knowledge of networking principles and the IP protocol
  • Experience with networking equipment configuration and troubleshooting (CISCO, BROCADE, etc.)
  • VMware experience (VMware certifications VCP 5 or above in Data Center or End User Compute preferred)
  • Knowledge of Windows Server operating system architecture; 2008, 2012 R2 Standard and Enterprise
  • Knowledge of Storage Area Networks and storage hardware (RAID) and ISCSI
  • Exposure to code and ability to understand detailed engineering logs
  • Ability to lift 50 – 75lbs

Working Conditions:

  • Location is in the Rochester, NY corporate office of residing company within a 75-mile radius
  • Travel up to 25 - 30%

Why this is THE place to be:

  • We are VMware’s 1st partner certified in the Rapid Desktop Program
  • We won the New Product of the Year Award for Storage Solutions by Security Products magazine (for our Virtual Security Server (VSS)
  • Double-digit growth over the last 2 years
  • 1,200+ customer strong across the globe