[Hiring] Technical Support Engineer L2 @Tintri

Role Description

The Advanced Technical Support Team is seeking an experienced support engineer with rich experience in Linux, networking, and parallel filesystem products – ideally Lustre. The support engineer is passionate about problem-solving, possesses excellent analytical and debugging skills, and has seasoned experience working directly with customers.

• Become an expert user of EXAScaler and Lustre.
• Triage, diagnose, and troubleshoot problems with EXAScaler appliances, networks, and Lustre file systems in large production customer environments.
• Employ internal lab equipment to reproduce customer issues, isolate root cause, and identify solutions and workarounds.
• Create test plans and procedures for customer upgrades and troubleshooting.
• Work with engineering for enhancing product quality using customer feedback and use cases.
• Review product documentation, both for internal and external customer needs.
• Assist in development/maintenance of internal tools.
• Demonstrate a thorough technical understanding of clients' needs.
• Clearly communicate complex technical topics to the varied knowledge levels of customers.
• Develop positive and trustworthy relationships with customers.
• Ability to multi-task and manage competing priorities, ensuring all objectives are accomplished.
• Provide one-week on-call coverage approximately 3 to 4 times per calendar year.
• Willing to provide alternate weekend coverage for colleagues scheduled on weekend shifts.
• Ability to mentor or act as an internal consultant for less experienced team members.
• Some travel and occasional customer on-site work required.

Qualifications

• Must have 5+ years of experience in maintaining and supporting Linux-based file systems in production systems.
• Must also have RAID storage system support, development and/or test experience.
• BS in Electrical Engineering, Computer Science, Mathematics, Sciences, or equivalent; industry experience of 5+ years working with enterprise software and/or hardware support role.

Requirements

• Linux OS, Unix OS, Windows OS, Mac OS, SCSI, SAN, RAID & high performance networking.
• Thrives and enjoys working in a fast-paced, fast-changing environment while providing customers with high levels of support experience.
• Strong written and verbal English communication skills with a focus on maintaining high levels of credibility, attention to detail, and information sharing among customers and colleagues.
• Strong debugger of complex systems.
• Excellent analytical and problem-solving skills especially with complex HW/SW interaction problems.
• Hardware support experience in any of the following: SAN/NAS Products, HDS, NetApp, EMC, Brocade/Cisco SAN Switches.
• Extensive understanding of parallel file system principles (preferably Lustre) as well as operating system architecture & principles.
• Knowledge of AI and HPC workloads, cloud storage, cloud computing, data center operations are desirable.
• Ability to mentor or act as an internal consultant for less experienced team members.