Quantum Corp., founded in 1980, is the leading global storage company specializing in backup, recovery and archive. New Quantum is developing the next generation data recovery products for the Disaster Recovery Market featuring Data De-Duplication, one of the critical emerging technologies that is reshaping the entire data protection market. Join us -- make a career of it!
- Answer phone support requests from Quantum customers and partners on Quantum data storage software products.
- Provide remote technical support and resolve highly complex issues in a wide variety of technical environments. Gather problem descriptions, log files, configuration data, and analyze them in order to determine root cause and find solutions.
- Demonstrate superior technical skills in the analysis of customer problems. - Get appropriate resources involved to find a quick resolution.
- Communicate with product development teams and escalate support issues as needed.
- Act as liaison between customers and engineering to correct design functionality issues.
- Continuously communicate troubleshooting and resolution finding efforts to customers. - Ensure customers are satisfied and can be utilized as a positive reference for Quantum.
- Create, review, edit and manage troubleshooting and problem solution information in the CRM call handling system and the corporate knowledge database.
- Participate in product development programs to ensure the inclusion of service support requirements.
- Support beta and pre-release field evaluations of new products or product enhancements. - Provide input to engineering on serviceability of new products.
- Work independently in a fast paced customer service environment without requiring immediate supervision.
- Provide training on advanced technical issues to other team members.
- Occasionally travel to customer sites in escalation situations.
- Be able to work flexible shifts in a 7x24 support center environment.
- Participate in rotating on-call schedule to provide 7x24 support to customers worldwide
- Degree in Computer Science or similar plus 5 or more years experience in a customer service technical support role.
- 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 skills.
- VMware skills are a plus.
- Solid understanding of file system concepts (ufs, NTFS, etc), metadata, and network protocols (nfs, SMB, CIFS, etc).
- Ability to read C source code to understand product design and functionality for troubleshooting purposes.
- Ability to analyze core and memory dumps.
- Proficient with debugging tools like kdb, gdb, etc.
- Proficient with shell scripting and shell utilities (vi, grep, awk, sed, find, etc).
- Superior knowledge of fibre channel, iSCSI and SCSI technology, networking and SAN.
- Superior troubleshooting skills.
- Excellent 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. - Evidence of personal and professional energy and excellence.
- Ability to communicate fluently in English both verbally and written.
- Additional language skills in French, German, Japanese, and/or Chinese are a plus.
Quantum is an equal opportunity employer.
If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=590225-1854-8236
* Location: Englewood, CO * Principals only. Recruiters, please don't contact this job poster. * Please, no phone calls about this job! * Please do not contact job poster about other services, products or commercial interests.
