Job Description

JOB RESPONSIBILITIES: Ability to analyze and debug problems at network, storage and virtualization layers of a scale out distributed storage solutions in public, private and hybrid cloud environments. Help to develop knowledge base that enables faster troubleshooting of customer issues. Provide feedback on existing tools and help to identify and develop the necessary tools needed to triage customer problems. Research, diagnose, troubleshoot and solve customer issues, involving and working with engineering teams as needed. Work with technical writing resources to ensure resolution to customer issues are documented appropriately. Help to define the support process from initial issue found by customer, to reporting the issue to Samsung, to resolution and fix for the customer. Ability to interface with customers in a professional manner, working to understand issue(s) they may be facing. REQUIRED SKILLS BS/MS Computer Science or equivalent with a minimum of 7+ years with storage solutions. Experience testing and/or debugging storage systems, preferable distributed systems Experience and understanding of NFS protocols (v3, v4.1, pNFS) Experience with other storage protocols such as SMB and S3 are a plus Familiarity with virtualization technologies (VMware, Hyper-V) and containers Experience with network solutions for clouds including network virtualization technologies Able to demonstrate leadership skills and take ownership of customer issues reported. Commitment, focus, and follow-through needed to see problems through to resolution. Exceptional customer service skills and excellent communication skills to provide prompt and accurate feedback to customers. Proven ability to research, diagnose, troubleshoot, and identify solutions to customer issues. Ability to develop scripts using Python or other scripting languages a plus. Experience supporting customers running storage solutions, preferably NAS or ethernet based solutions PERSONAL CHARACTERISTICS Know how to tell between perfect and good enough Ready to take on difficult tasks on your own Team player Displays good judgment Willingness to challenge, debate and clarify assumptions Comfortable working in a very fast-past environment with a global team Role & responsibilities Preferred candidate profile