Summary of Position:
The Technical Support Engineer (TSE) will work directly with global customers and Data Domain personnel via e-mail, phone, and remote desktop software to provide technical assistance towards the prompt resolution of complex technical problems. To achieve that, TSE’s work in a collaborative 7x24x365 environment leveraging global resources to reduce the time it takes to provide problem resolution. TSEs will support the full line of Data Domain products within the “Backup and Recovery Systems Division” (BRS).
Value to the Organization:
• All TSEs are advocates for product quality; product usability; and the on-going relationship with our customers.
• TSEs identify, create, and reuse knowledge (KBs) that add value to our customers.
• TSEs provide agility to the /BRS organization vis-à-vis the “Integrated Solutions Network (ISN)” model.
Primary Responsibilities include:
• Answer live incoming phone calls and respond to e-mails to troubleshoot, manage, collaborate and resolve customer problems related to the Data Domain product family.
• Monitor automated product alert e-mails and act on them.
• Create content for the knowledge base through accurate case documentation.
• Assist customers with the upgrade process.
• Process logistics/parts requests.
• Assist customers with standard backup software integration with Data Domain Products.
• Obtain data from customers to get a thorough understanding of customer requirements and problems.
• Interface with customers via e-mail, phone and/or WebEx.
• Analyze logs and core files as needed to work towards resolution of customer issues.
• Work with 3rd party service providers in the process of analyzing and resolving customer issues.
• Generate problem reports in Bugzilla to coordinate with engineering to obtain quick resolutions for customer related issues.
Technical Competency:
• Linux/Unix Systems Administration is critical
• Linux/Unix Internals is a plus
• SAN/NAS administration
• Fibre Channel (FC)
• C-programming
• Knowledge of storage subsystem arrays
• Ability to collect and analyze core file dumps.
Skills Required:
• Excellent oral and written communication.
• Strong interpersonal and problem-solving skills.
• Advanced skills in analytical and problem solving with attention to detail
• Ability to work as an individual or on a team.
• Ability to create clearly documented bug reports as needed.
• Ability to read and understand technical bug reports.
• Self-starter with ability to learn quickly and operate in a fast paced environment.
• Some project management and negotiation skills.
• Ability to identify root cause of an issue and write (or assist in writing) of RCA documents
Behavioral Competencies Required:
Collaborative: Develops cooperation and teamwork while participating in a group, working toward solutions which generally benefit all involved parties.
Results Oriented: Identifies, confronts and overcomes barriers to successful completion of task or project
Customer Oriented: Listens to and anticipates needs of the customer.
Team Player: Works well with a diverse or multi-disciplinary group to achieve a common goal
Adaptable: Capable of adapting to others and new situations; flexible; can handle multiple tasks
Problem Solver: Effective at solving problems, not just defining or complaining about them
Experience Required
3+ years Technical Support experience (Backup, Storage or Networking environment preferred)
Summary of Position:
The Technical Support Engineer (TSE) will work directly with global customers and Data Domain personnel via e-mail, phone, and remote desktop software to provide technical assistance towards the prompt resolution of complex technical problems. To achieve that, TSE’s work in a collaborative 7x24x365 environment leveraging global resources to reduce the time it takes to provide problem resolution. TSEs will support the full line of Data Domain products within the “Backup and Recovery Systems Division” (BRS).
Value to the Organization:
• All TSEs are advocates for product quality; product usability; and the on-going relationship with our customers.
• TSEs identify, create, and reuse knowledge (KBs) that add value to our customers.
• TSEs provide agility to the /BRS organization vis-à-vis the “Integrated Solutions Network (ISN)” model.
Primary Responsibilities include:
• Answer live incoming phone calls and respond to e-mails to troubleshoot, manage, collaborate and resolve customer problems related to the Data Domain product family.
• Monitor automated product alert e-mails and act on them.
• Create content for the knowledge base through accurate case documentation.
• Assist customers with the upgrade process.
• Process logistics/parts requests.
• Assist customers with standard backup software integration with Data Domain Products.
• Obtain data from customers to get a thorough understanding of customer requirements and problems.
• Interface with customers via e-mail, phone and/or WebEx.
• Analyze logs and core files as needed to work towards resolution of customer issues.
• Work with 3rd party service providers in the process of analyzing and resolving customer issues.
• Generate problem reports in Bugzilla to coordinate with engineering to obtain quick resolutions for customer related issues.
Technical Competency:
• Linux/Unix Systems Administration is critical
• Linux/Unix Internals is a plus
• SAN/NAS administration
• Fibre Channel (FC)
• C-programming
• Knowledge of storage subsystem arrays
• Ability to collect and analyze core file dumps.
Skills Required:
• Excellent oral and written communication.
• Strong interpersonal and problem-solving skills.
• Advanced skills in analytical and problem solving with attention to detail
• Ability to work as an individual or on a team.
• Ability to create clearly documented bug reports as needed.
• Ability to read and understand technical bug reports.
• Self-starter with ability to learn quickly and operate in a fast paced environment.
• Some project management and negotiation skills.
• Ability to identify root cause of an issue and write (or assist in writing) of RCA documents
Behavioral Competencies Required:
Collaborative: Develops cooperation and teamwork while participating in a group, working toward solutions which generally benefit all involved parties.
Results Oriented: Identifies, confronts and overcomes barriers to successful completion of task or project
Customer Oriented: Listens to and anticipates needs of the customer.
Team Player: Works well with a diverse or multi-disciplinary group to achieve a common goal
Adaptable: Capable of adapting to others and new situations; flexible; can handle multiple tasks
Problem Solver: Effective at solving problems, not just defining or complaining about them
Experience Required
3+ years Technical Support experience (Backup, Storage or Networking environment preferred)
Beneficial Education & Certifications
• Bachelors or equivalent working experience.
• CCNA/CCIE
• Red Hat Certified System Administrator (RHCSA)
• MCSA/MCSE
• Brocade Certification (BCFA/BCFP)
行业地位：
公司是全球500强的公司，在IT界也是排名前十的公司作为美国财富五百强之一，公司连续四年营收保持两位数增长，2007年全球研发投入高达14亿美元，致力于帮助各种规模的企业改变竞争模式、从信息中创造价值。尤其是在经济危机的大形势下，很多公司都裁员，重组，或者被收购，而还在大量招兵买马，快速发展，这充分说明了公司的实力。
