About the position
The Software Technical Support Engineer position at Quantum is a critical role that involves applying both basic and advanced technical support processes to effectively manage customer engagements and resolve production-related issues. This position is essential for ensuring customer satisfaction and operational efficiency, as it requires a methodical approach to troubleshooting hardware, software, and network issues. The successful candidate will be responsible for processing customer service requests, managing service requests (SR) in Oracle, and providing timely support to customers through various communication channels. In this role, you will be tasked with receiving and logging incoming customer calls, gathering essential information about customer equipment and technical issues, and determining the appropriate resources to address service requests. You will also be responsible for dispatching field engineers and updating service requests based on the information provided by them. Maintaining the integrity of the Oracle Service Cloud system is crucial, as you will be adding and updating customer and equipment information, as well as tracking replacement part orders. The position requires a proactive approach to managed services tasks, including performing health and configuration checks when necessary. Your ability to communicate effectively at all engagement points will be vital to the success of the support process, as you will be the primary point of contact for customers seeking assistance with their technical issues. This role offers a dynamic work environment where you will need to multi-task and prioritize high-priority customer dispatches while ensuring that all service requests are handled efficiently and accurately.
Responsibilities
- Process customer requests for service via email and transfer them into service requests (SR) in Oracle.
- Receive and log all incoming phone calls in the call handling system.
- Gather customer contact and equipment information to understand technical issues and enter them into the SR.
- Determine the appropriate resource to handle service requests and route them to the correct technical support group.
- Dispatch field engineers and update service requests after dispatching calls.
- Validate customer warranty information for all units sold through the channel.
- Maintain the integrity of the Oracle Service Cloud by adding and updating customer and equipment information.
- Perform managed services tasks such as health and configuration checks when required.
Requirements
- Degree in Computer Science or similar/equivalent educational qualifications.
- At least 4-5 years of experience in a customer service technical support role.
- Proficient in both spoken and written English and Chinese.
- Direct experience with data storage, specifically VTL and NAS products.
- Experience with LSI, info trend, and ATTO RAID arrays, replication, and de-duplication technologies is a plus.
- 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 skills are a plus.
- Familiarity with VMware and VCP certification is a plus.
- Proficient with shell scripting and shell utilities (vi, grep, awk, sed, find, etc.).
- Superior knowledge of fiber channel, iSCSI, and SCSI technology, networking, and SAN.
- Familiarity with backup applications such as EMC Networker or Symantec Netbackup is a plus.
- Superior troubleshooting and organizational skills.
Nice-to-haves
- Experience with VMware and VCP certification.
- Familiarity with backup applications such as EMC Networker or Symantec Netbackup.
