- Junior
- Bureau à Pittsburgh
VDURA is revolutionizing data storage and management to fuel discovery in the AI era by building the Data Platform that industry and research pioneers need to get the most out of their data. The VDURA Data Platform elevates data infrastructure with unprecedented levels of performance, durability, and simplicity to accelerate cutting-edge AI and high-performance computing (HPC) applications.
As an HPC pioneer, our highly differentiated product offerings have been deployed by Fortune 500 commercial customers as well as leading government and research agencies in over 50 countries, including Boeing, P&G, NIO Electric Vehicles, TGS, National Institute of Health, Siemens, Harvard Medical School, and NASA. Whether it’s building the next Dreamliner, winning a Formula One race, creating mind-bending visual effects, curing diseases, or modeling climate change, the world’s leading companies and research institutions trust VDURA to power their most innovative HPC and AI projects
Summary
The Technical Support Engineer 2 will be responsible for providing high level remote technical support for a distributed Network Attached Storage (NAS) product.
Responsibilities:
The Technical Support Engineer 2 will be responsible for providing high level remote technical support for a distributed Network Attached Storage (NAS) product.
Responsibilities:
Support requirements will include problem assessment, interactive hardware and software troubleshooting, system configuration, and leading customers through troubleshooting to problem resolution.
The support engineer will be trained to identify defective parts and authorize their return to service for repair along with identifying and logging both hardware and software bugs.
Work collaboratively with both customers and other VDURA engineers when necessary to resolve product issues.
The engineer will become a subject matter expert on VDURA service offerings and storage products along with the VDURA distributed architecture and global, parallel file system.
An extreme emphasis is placed on customer satisfaction and providing the most professional support experience to the delight of our customers.
Author knowledge base articles to standardize steps and procedures for common issues
Some rotational on-call and after-hours shifts are to be expected.
Experience / Qualifications:
- MUST be able to work a rotating schedule (day, swing, grave, weekend)
- Preferred 2+ years of direct customer service experience either in pre or post-sales environments resolving complex, technology related problems or experience as a QA engineer.
- Minimum Requirement of a Bachelor’s Degree in directly related technical field or relevant, equivalent experience
- Excellent verbal and written customer communication skills.
- Advanced knowledge of and experience with networking – architectures, protocols, switch configuration, and routing.
- Intermediate familiarity to advanced experience with Linux, Unix, and storage.
- Excellent troubleshooting skills (particularly networking).
- Knowledge of CIFS, NFS, and S3.
- One year of experience using CRM or ITSM systems such as Salesforce, Netsuite, ServiceNow, Jira, or BMC Remedy.
- Knowledge of C/C++, Python, Perl, TCL, shell scripting, etc. to understand programs written in these languages.
- Navigating, configuring, and troubleshooting Linux/Unix systems.
- Navigating, configuring, and troubleshooting layer 2 and 3 switches and networks.
- Knowledge of current and emerging storage architectures.
- High performance / Cluster computing experience is a plus.
- Comfortable troubleshooting customer issues while having insufficient data or lack of completely correct information.
- Superior organizational skills with an ability to multi-task. Be a highly self-motivated individual with a demonstrated history of personal growth in technology concepts.
- Demonstrated ability to independently research problems via lab experimentation and the Internet.
Other Requirements:
- Travel – vary rare to none
- Supervisory - none, but may assist with onboarding new Technical Support Engineers
- Physical - must be able to lift equipment of up to 25 pounds.
- Reports to either the Manager of Customer Support or Director of Customer Support, whichever is applicable.
About VDURA
At VDURA, we deliver storage that scales as big as your ideas. Whether advancing genomic research using next-gen sequencing technology, rendering visual effects for an animated film, designing advanced aircraft with complex CAE/FEA models, or optimizing the extraction of oil and gas deposits through seismic processing-based analysis, VDURA customers know their data is accessible, secure, and easily managed.
VDURA is privately held, with offices in Milpitas, CA; Niwot, CO; and Pittsburgh, PA. All full-time employees are eligible for our benefits program, which includes health/dental/vision coverage, 401k, stock options, and paid vacation/holidays.
At VDURA we value diversity and are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
For more information, visit our website at http://www.VDURA.com.
