Technical Support Engineer L1

DataDirect Networks (DDN) is a global market leader in AI and high-performance data storage innovation. The Technical Support Engineer - Level 1 will provide post-sales support, assisting customers with technical issues related to storage hardware and software products, while ensuring high levels of customer satisfaction.

Responsibilities:

• Provide post-implementation, support desk and front/back line support for customers to solve technical issues on storage hardware and software products
• Provide daily remote monitoring for storage environment
• Write, proof read and submit knowledge-based articles on cases closed
• Manage all open tickets and ensure customers get daily updates regarding case status
• Manage all open cases to the fastest resolution
• Responsible to liaise with customer facing and internally focused teams for problem resolution
• Support work is done via e-mail, remote access & phone
• Demonstrate a thorough technical and business understanding of clients’ needs, including how those pertain to DDN products and services
• Develop innovative, customized solutions to meet customers’ business needs
• Clearly communicate complex technical topics to the varied knowledge levels of external customers
• Develop positive and trustworthy relationships with customers
• Manage customer relationship post-sale to ensure the highest caliber customer satisfaction
• Ability to multi-task and manage competing priorities, ensuring all objectives are accomplished
• Provide reliable information: Builds credibility in a resource role by remaining factual and timely in providing information; maintains his sources for quick access to time-sensitive information and to stay abreast of new developments; proactively educates customers or shares information as part of the service they deserve
• Constantly seeks information that will be useful but is not readily available to colleagues; enjoys being sought for advice and instruction; spends the time to build a base of knowledge that ultimately helps others to be more effective

Requirements:

• BS in technical discipline such as Electrical Engineering, Computer Science, Mathematics, Sciences, or equivalent industry experience
• Does not wait for guidance, pro-actively identifies and delivers value to customers
• Must have in-depth technical knowledge and problem analysis skills
• Excellent troubleshooting skills
• Able to work a 1st, 2nd or 3rd work shift with occasional overtime work
• Exceptional customer service skills
• 4+ years' experience providing technical support to end user customers for storage and or enterprise level infrastructure products
• Experience supporting hardware and or SW products
• Good understanding of the technical fundamentals of the system infrastructure including open system platforms (UNIX, Linux, Windows) and networking
• Technical Expectations: Linux OS, Unix OS, Windows OS, Mac OS, SCSI, Lustre, GPFS, CXFS, QFS, ZFS, NAS, SAN, Pearl, Shell Scripting, Solaris, C Plus+ and Visio