The Field Support Engineer will provide field support services, remotely supervise maintenance activities, travel from time to time to perform installations or maintenance at Customer sites and assist development support as needed. The Field Support Engineer will be part of a global field support team, delivering support to our Customers across multiple geographies (GEOs), providing follow the sun remote support.
As our Field Support Engineer, you will do the following and more:
* Remotely supervise field engineers while performing on-site activities
* Manage and perform on-site technical services across the EMEA GEO as required.
* Diagnose and resolve complicated technical issues remotely or on-site
Responsibilities:
* Remotely guide onsite Field Engineers (FE) during hardware repair procedures.
* Remotely guide installations of our products.
* Technical focal point for any question raised by Customer Support or Field Engineers during on-site activities.
* Perform on-site activities, replace failed hardware components or perform installations from time to time, or in special situations that require higher onsite skills.
* Engage with a variety of teams and interests (Senior Support Team, Technical Advisers, Global Operations).
* Contribute to maintaining and improving internal knowledge base and procedures.
* Engage with Level 3 to solve field issues, known best practices, procedure updates.
* Actively participate in projects as assigned in order to achieve department and company goals.
* Excellent communication skills.
* Fluent written and spoken English.
* Strong hardware knowledge working with Enterprise Storage systems and servers.
* Experience in networking and basic Linux system administration.
* Knowledge of enterprise Storage systems (SAN and NAS).
* Strong troubleshooting and problem-solving skills.
* Fast learner, independent and detail oriented.
* Ability to work flexible hours.
* Travel as required.
Preferred Qualifications:
* Customer support experience (Tier 2-3).
* Fiber Channel, iSCSI and/or NAS experience.
* Familiarity with multiple operating systems ( Linux, VMware, AIX, Windows).
About us:
We are an award-winning provider of enterprise Storage solutions.
The companys AI-based software defined Storage architecture delivers microsecond latency, 100% guaranteed system availability, and dramatically reduces the CAPEX and OPEX of an enterprises Storage estate. we enterprise Storage solutions are installed in Global Fortune 500 companies around the world supporting a wide variety of applications and use cases. These solutions were designed with a single goal in mind enable customers to spend less on their Storage infrastructure and focus more on innovation and growth. The company's InfiniBox, InfiniBox SSA, and InfiniGuard portfolio deliver Storage solutions that have unparalleled availability, ultra-low latency, extensive cyber resilience, and unmatched real world application performance. We have coupled these industry acclaimed enterprise Storage solutions with an advanced white-glove service. The companys family of offerings have been named a Leader for the Fourth Consecutive Year in the 2021 Gartner Magic Quadrant, Gartner Peer Insights Customers Choice Award for 3 consecutive years based on independent end-users reviews and ratings, as well as numerous other awards from the Storage analyst and Storage press community.
