Technical Support Engineer (Level 3) at Seagate Technology

Objective

The Technical Support Engineer is responsible for defining, troubleshooting, and resolving specific issues and problems with Seagate customers and solutions. This position will be focused on post sales issues but will assist pre sales engineers, training, and professional services as needed/requested.

Tasks & Responsibilities

• Manage customer post sales support issues from start to finish.
• Triage customer issues, determine hardware or software, initiate proper corrective actions, and escalate when necessary.
• Focus on customers and solutions using Seagate hardware and other vendors hardware.
• Implement Seagate Level 1 through 3 tech support processes, escalation standards, and technical troubleshooting to successfully resolve customer issues.
• Effectively combine technical expertise with customer service in the process of working toward a resolution to the customer issue.
• Ensure proper collection of data from customers to ensure proper problem diagnosis.
• Coordinate and mediate all customer support interaction for assigned accounts
• Build and sustain trusting relationships with customers and vendors
• Manage escalations to Level 4/5 customer product engineering, ensuring issues are documented completely and are technically sound. This includes managing the communication to/from the customer from Seagate.
• Provide feedback and input to regional and corporate management as well as a variety of cross functional teams
• Interface with Seagate Sales teams by assisting with various pre and post sales issues as necessary and appropriate. This includes professional services as required.
• Willingness to work “On call” on a team rotating basis.

Candidate Criteria

• Excellent customer handling skills. Must be able to take on very difficult, tense, emotional and/or upset customer situations, and tactfully/politely/professionally calm the customer down, and support the customer through the issue.
• Comprehensive HPC File System knowledge, Lustre or GPFS
• Comprehensive understanding of storage hardware concepts (e.g. SAN, RAID, SCSI, Disk Drive, etc.)
• Comprehensive understanding of storage software concepts (e.g. Backup, File Systems, Volume Mgrs, Replication, Virtualization etc.)
• Comprehensive development server hardware knowledge (e.g. x86 architecture, CPU models, HA architectures etc)
• Comprehensive development server software/firmware knowledge (e.g. BMC, BIOS, SDR, rKVM, boot devices/options, device driver development/design)
• Comprehensive Operating System knowledge (e.g. MS, Linux, MAC etc.)
• Bachelor's degree in Computer Science or related degree
• Eight years of technical support experience, preferably in the Storage/Server and/or HPC Industry.