· Provide remote troubleshooting and analysis assistance for usage and configuration questions
· Review diagnostic information to assist in isolation of a problem cause (which could include assistance interpreting traces and dumps)
· Identify known defects and fixes to resolve problems
· Develops best practice articles and support utilities to improve support quality and productivity
· Respond to escalated customer calls, complaints, and queries
· The job will require flexible schedule to ensure 24x7 support operations and weekend on-call coverage, including extending/taking shift to cover North America working hours.
Following minimum experience are required for the role -
· Must have worked in at least 3 - 6 years on data protection or storage software’s as administrator or solution architect or client server technologies.
· Debugging and analysis are performed via the telephone as well as electronically. So candidates must possess strong customer interaction skills and be able to clearly articulate solutions and options.
· Must be familiar with and able to interpret complex software problems that span across multiple client and server platforms including UNIX, Linux, AIX, and Windows. Focus on storage area networks (SAN), network protocols, Cloud, and storage devices is preferred.
· Hands on experience with storage virtualization is a plus.
· Candidates must be flexible in schedule and availability. Second shift and weekend scheduling will be required.
Excellent communication skills - both verbal and written
· Provide remote troubleshooting and analysis assistance for usage and configuration questions
· Preferred Professional and Technical Expertise:
· At least 2-3 years of in-depth experience with Spectrum Protect (Storage Protect) or its competition products in data protection domain
· Working knowledge on RedHat, Openshift or Ansible administration will be preferred.
· Good in networking and troubleshooting.
· Cloud Certification will be added advantage.
· Knowledge about Object Storage and Cloud Storage will be preferred.
