Job Description

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 7x24 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.

• 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 behavior/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 - Nightshift: Malaysia 10.00PM to 7.00AM = USA 8.00am to 5.00PM