Eng- SW Tech Support II

In this position, you will also have the opportunity to lead in the positioning, technical sales & design of storage solutions tailored to the unique demands across all industry verticals, including Enterprise, Finance, Research, Education, Government, Media and Entertainment.

Key Responsibilities: 

• Serve as a subject matter expert and technical support on Quantum solutions, focusing on the challenges and complexities of managing the tsunami of unstructured data, associated technical workflows and the intricacies of media workflows. Provide guidance on solution implementation and ensure optimal performance. 

• Demonstrates excellent interpersonal skills, effective listening, demonstrates logical trouble shooting techniques when documented procedures fail to resolve the issue, concern with quality deliverables and appropriate sense of urgency in fulfilling customer requirements. 

• Able to isolate problems to the product, ecosystem, or backup hosts/software. Work closely with product engineering, providing feedback for solution improvement.  

• Engage directly with customers to understand needs, address inquiries, and build relationships. Collaborate with partners, providing enablement and ensuring alignment with Quantum's solutions. 

• Prioritize exceptional customer experiences, driving business outcomes through innovative solutions.  Build strong relationships with customers, partners, and internal teams. 

• Lead the design of innovative storage solutions across defined market verticals, leveraging the full Quantum product portfolio. Align solutions with customer outcomes, industry best practices, and market trends. 

• Serves as role model of professionalism by promoting teamwork, demonstrating characteristics such as positive attitude, high energy and establishing high standards of personal performance and ethical conduct. 

• Ensures customers are satisfied and can be utilized as a positive reference by timely resolution of problems and frequent contact. 

• Participate in the Weekend Oncall rotation.  

Knowledge & Skills Requirements: 

• Must be proficient in both spoken and written English & German. 

• Degree in Computer Science or equivalent educational qualification with 5+ years of experience in a Tech-support role. 

• Strong knowledge in enterprise storage solutions and customers. 

• Experienced in Primary, Secondary and Hybrid Storage technologies. 

• Strong knowledge of M&E technologies, workflows, and applications. 

• Strong skills in Data Protection, Backup, Recovery, Data Preservation and Archival methodologies 

• Highly detail-oriented with effective multitasking. 

• Experience working both independently and, in a team-oriented, collaborative environment. 

• Creative approach and design of solutions. 

• Direct experience with data storage, specifically VTL and NAS products. 

• Experience with NetApp/LSI is a plus. 

• Has some experience in UNIX system administration and troubleshooting skills on multiple UNIX platforms - Solaris, 

• HPUX, AIX and particularly LINUX. High level Microsoft Windows system administration and troubleshooting are a plus. 

• Experience with replication and de-duplication technologies is a plus. 

• High level Microsoft Windows system administration and troubleshooting are a plus. 

• Familiar with VMware and VCP certification is a plus. 

• Knowledge of fiber channel, iSCSI and SCSI technology, networking, and SAN. 

• Familiar with backup applications such as EMC Networker or Veritas NetBackup/Backup Exec or CommVault is a plus. 

• Ability to understand customer needs to "read" the customer and adapt behavior/approach accordingly. 

Professional Qualities: 

• Fast-paced multitasker with attention to detail. 

• Strong work ethic and effective presentation skills. 

• Ability to follow through with tasks on time completion. 

• Ability to delegate tasks effectively with close follow-up. 

• Demonstrates leadership qualities consistently. 

• Effective resource utilization.