Storage Support Engineer

You will be responsible for analyzing and debugging problems at the network, storage, and virtualization layers of scale-out distributed storage solutions in various cloud environments. Your role will involve developing a knowledge base to expedite the troubleshooting of customer issues and providing feedback on existing tools while identifying and creating new tools required for customer problem triaging. Additionally, you will research, diagnose, troubleshoot, and resolve customer issues, collaborating with engineering teams as necessary. Working with technical writing resources to document issue resolutions accurately and assisting in defining the support process from issue identification to resolution will also be part of your responsibilities. Ideally, you should hold a BS/MS in Computer Science or equivalent and possess a minimum of 7+ years of experience in storage solutions. Your background should include testing and debugging storage systems, particularly distributed systems, along with a solid understanding of NFS protocols (v3, v4.1, pNFS). Familiarity with other storage protocols like SMB and S3, as well as virtualization technologies such as VMware, Hyper-V, and containers, will be beneficial. Knowledge of network solutions for clouds, including network virtualization technologies, is also desirable. Leadership skills, the ability to take ownership of customer issues, commitment, focus, and exceptional customer service and communication skills are essential. You should be proficient in researching, diagnosing, troubleshooting, and providing solutions to customer problems. Experience in developing scripts using Python or other scripting languages would be advantageous. In terms of personal characteristics, you should have a keen eye for distinguishing between perfection and adequacy, be prepared to tackle challenging tasks independently, be a team player, demonstrate good judgment, and be willing to question assumptions. You should be comfortable working in a fast-paced environment alongside a global team.,