L1 Support Engineer

Job Description

Summary: The primary function of the senior support Engineer is to resolve technical issues for our customers The candidate must have a strong technical aptitude for preventing problems as well as solving them They should have good communication skills and a track record for providing high customer satisfaction Key Tasks Handle case escalations from other Support Engineers Provide all information need by Falconstor TS to maintain Salesforce Database (customer configuration) Ability to interpret Tier product logs (switches, storage, O S, Backup applications, etc ) Diagnosis of the problem = Interpret/validate the error, find a workaround, identify an available patch Identification of possible code issues that could be causing the problem Checking Code Upgrade feasibility with current HW platform for approval (memory, disk space, drivers) Make sure no regression in new code Diagnosis of the problem remotely using available tools (Phone/Chat/GTM) Reproduction of the issue through simulation of customer s environment (Lab) Working with engineering support toward resolution of all escalated issues Provide ETA for patch or new build delivery Ability to install Patches, Linux Packages, and run executable binaries Feeding back End-user requirements for Product Enhancement (RFE) Arbitrating communication between different vendors (Falconstor is often in the middle of the solution) Provide Root cause analysis document whenever possible Key Attributes BS in computer science, electrical engineering or equivalent Minimum 2 years of Technical Support experience In-depth understanding of storage software and computing architectures, networks, operating systems and applications Good Linux/Unix server administration or development experience - AIX, HPUX and /or Solaris Good networking knowledge: TCP/IP, DNS, routing Storage Area network, network attached storage and/or iSCSI/FC Backup or storage solution design experience Experience working with EMC, IBM, Hitachi, HP storage or equivalent Knowledge of virtualization platforms like VM ware, Hyper-V desirable Knowledge of databases such as Oracle, Exchange, SQL desirable Symantec NetBackup, EMC Networker, IBM TSM Experience with scripting languages bash, Perl/Python is a plus Experienced, proven problem solver Must be customer oriented and focused on making the customer successful Must have strong verbal negotiating and influencing skills Excellent planning and organisation skills Excellent verbal and written communication skills Excellent time management skills Must be a self-motivated can work on their own Able to distill complex issues into simple terms Must be willing and able to travel (occasional)