Support Engineer in Marlborough, data storage industry

Posted by: "Jeanne Petrangelo"
jeanne@petrangelo.org 

Thu Oct 1, 2009 2:08 pm (PDT)

Hi all,



This opening is at SEPATON in Marlborough. My husband works there.

Let me know if you have any questions, though I can't promise I can

answer them.



- Jeanne



Software engineer with broad lifecycle knowledge, an EE degree, and

expertise in embedded systems. I have a reputation for improving the

effectiveness of the teams I join.



========

Senior Technical Support Engineer



SEPATON is looking for a senior candidate to join the worldwide

customer services team. This individual will provide Level 4

escalation support, interface with engineering, lead projects, and

perform advanced triage and problem resolution. This individual should

possess broad systems, networking, backup and recovery, and enterprise

storage experience.



Responsibilities



Lead customer service projects including:

Managing the customer relationship

Performing product installation services

Reproducing customer environments to triage and root cause customer

problems and provide resolutions

Documenting customer issues into a customer tracking database and

online knowledge base

Scheduling and performing customer upgrades

Interface with SEPATON engineering and Quality Assurance as needed;

Participate in pre-sales activities to understand client's challenges,

and work with the SEPATON team to develop a solution

Deliver product training for SEPATON's customers, VARS, Resellers, and OEM's

Participate in customer services practice development activities, including:

Develop best practices, templates, methodologies, knowledge management

Define and develop triage techniques/improvements

Define and develop tools to facilitate debug and analysis

Create installation instructions and statements of work



Requirements



10+ years experience supporting enterprise customers, with experience

supporting customers related projects through the full systems

lifecycle

Excellent communication and writing skills

Strong, demonstrated software troubleshooting skills including

experience developing problem resolution action plans

In-depth knowledge and experience supporting backup and disaster

recovery, and storage and networking solutions, including Network

Attached Storage (NAS), Serial ATA (SATA), and Storage Area Networks

(SAN) infrastructure components

Networking background, and a solid understanding of networking

technologies (TCP/IP, LAN and WAN) as they relate to storage and

backup and recovery solutions

Storage fabric switch experience and general SAN knowledge and

troubleshooting skills.

Strong understanding of SCSI, Fibre Channel and NAS protocols

Multiple operating systems experience (Microsoft, Sun Solaris, HP-UX,

AIX, and Linux, or some combination)

Current certification with at least one of the following enterprise

backup and recovery applications is strongly preferred:

Veritas Netbackup and or Backup Exec

IBM Tivoli Storage Manager

EMC Legato Networker

CA Unicenter and or Arcserve

HP Data Protector