Sr Tech Support Engineer - NAS (San Jose)

Privately held, VC backed, manf of cutting edge NAS virtualization and gateway solution(s) seeking Sr Techincal Support Engineer for their corp office located in Campbell.

Responsbilities include working on escalated customer problems associated with company's Filers. The escalations can range from various hardware and/or software issues with the filers to multi-system, multi-vendor, and multi-network interoperability issues. Strong troubleshooting skills are essential and required. Critical requirement is to be able to manage the entire customer experience, working with Sales, Engineering and other parts of the company. This position includes on call coverage.

Essential Functions:

Work on cases that are not solvable by the frontline Technical Support organization and take them to resolution by working with Development Engineering and various other organizations (internal/external) as necessary. Get engaged with various projects (as appropriate) that will improve the support process. This position may also require some travel to support customers.

The individual must be a self-starter with strong problem solving skills. Field service experience in customer facing roles is ideal. The typical customer environments include networked UNIX, NT, and Win2K. The candidate should be able to function as a system or storage administrator and understand the concepts of file systems, disk partitions, mounts, quotas, and general security such as permissions and root access. Actual systems/storage administration experience is a plus.


Candidate also needs strong network skills, and experience as a sys admin in a Windows or UNIX environment.

Company was founded in October 2000 by experienced, highly successful networking and storage professionals; combines a world-class management team with backing from three first-tier venture firms: Mayfield, Foundation Capital, and Worldview Technology Partners and has raised over $80M.
REQUIREMENTS
ONLY SUBMIT YOUR RESUME TO THIS POSITION IF YOU MEET THE MANDATORY REQUIREMENTS PROVIDED BELOW


•5-10 years of industry experience in a customer support, or system administration role
•Strong CIFS knowledge including troubleshooting windows/Active Directory/CIFS trace analysis/etc
•Strong NFS knowledge including troubleshooting
•Knowledge of DNS, WINS, and Routing
•Networking skills - Ethernet, Routers, Switches, etc

•Excellent communication skills, case management, and customer interaction skills are essential

•It would be considered a plus to have additional skills and knowledge in any of the following areas:

oNAS Filer administration
oRAID, SAN/Block Technology e.g. FCP, iSCSI
oBackup Applications - Veritas NetBackup, Legato Networker, or other

•Previous technical support experience is also a plus

Education:

A bachelor’s degree in Electrical Engineering, Computer Science or equivalent experience is required.