Job Category: SVC - SW Tech Support Requisition Number: SOFTW002060 Posted : April 10, 2024 Schedule: Full-Time Location: Selangor, SEL 46050, MYS
A little more about a day in the life as our Software Technical Support Engineer.
The position of the Software Technical Support Engineer applies basic to advanced level Technical Support processes to methodically plan, implement, analyze, and resolve customer engagements and production related issues. Quantum solutions provide opportunities to troubleshoot hardware, software, and network issues as part of your daily routine so your ability to effectively communicate at all engagement points in the process is crucial to our success.
Your abilities:
The highest levels of enthusiasm while leading customers to a timely, successful resolution of their support requests.
Develop and maintain an extensive working knowledge of Quantum's products and solutions.
Establish, maintain, or follow tech support processes in a timely manner.
Proactively stays current with all the latest technologies concerning Quantum’s products and the underlying technologies.
Handle issues that have been escalated up from Sales, Customer Support, and Development organizations.
Prioritize your time across multiple tasks and work independently when required.
Listen, comprehend, and maintain a professional demeanor during stressful situations.
Ability to communicate at both the technical and non-technical level with customers, partners, and internal staff.
Maintain a high level of motivation to support Quantum customer success.
Strong analytical and troubleshooting skills; mapping symptoms to known issues.
Services customers while truly enjoying building the business.
Innovative ideas and positive “can-do” behavior in the workplace.
Minimum Requirements
Technical Degree, Associates, Bachelor’s Degree or Equivalent experience
3+ years of experience executing customer facing support in a technical environment.
3+ years of experience supporting data storage and NAS products.
Must be proficient in Linux and Windows. MacOS a plus.
Proficient with shell scripting and shell utilities (vi, grep, awk, sed, find, etc.)
Superior knowledge of fibre channel, iSCSI and SCSI technology, networking, and SAN.
Superior troubleshooting and organizational skills.
Ability to understand customer needs to "read" the customer and adapt behavior/approach accordingly.
Ability to multi-task between several critical customers situations at the same time.
Must possess strong communication skills and be proficient in both spoken and written English.
Ability to work independently as well as contributing as a team player.
