The role is to provide level one support for Cray Cluster Cystems, including both hardware and software. The focus of this role is to provide highly visible customer technical support for all Cray Cluster products, under minimal supervision. The position is responsible for resolving customer and other field reported cases within a defined timeframe using standard processes and managing a queue of cases. The position requires excellent customer service skills, the ability to handle customers dealing with any kind of issues, the ability to work with other departments at Cray, and multitasking to manage a potentially high amount of open cases.
The role also requires the full understanding of Cray support processes, support offerings, customer agreements and entitlements. Additionally, the role requires full documentation of close cases and the creation of articles for the knowledge base database.
Responsible for providing quality technical support via online support tools and telephone.
Answers customer inquiries concerning system software, hardware and applications to resolve problems and identify when to refer the customer to Cray’s training department.
Identify and inform the customer of when a reported issue needs to be addressed by professional services at an additional cost.
Process customer returns and investigate warranty requests.
Manage assigned cases in order to meet service levels as defined in the Support Operations Handbook.
Escalates problems to product support groups and appropriate management to ensure timely resolution of system or customer issues.
Occasional travel may be necessary Responsible for all customer interactions/communications related to support cases.
Demonstrate excellent verbal and written skills (e.g., case notes, defect reports, knowledge base articles, etc.).
Develop, demonstrate and maintain technical skills including troubleshooting, data analysis, code debugging, test scenario creation and testing.
Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs Responsible for documenting and creating articles for the knowledge base database.
Bachelor’s degree in Computer Science, Engineering or related field/discipline
5+ years of experience, ideally in an HPC-related area
Knowledge and experience of Linux/Unix operating systems, file systems, networking and security
Acquaintance with specific needs of HPC users desired
Understanding and knowledge of internet protocols such as SSH, FTP, SFTP & HTTP, as well as the ability to use diagnostic tools, experience with Infini-band, high band width switching hardware
Understanding of server components including motherboards, memory and storage, network switches
Strong command line Linux skills
Experience with setup and running of Linux servers
Thorough understanding of analog and digital circuit theory and principals
Thorough understanding of PC architecture and the major data transfer mechanisms present in a PC such as PCI, PCI-X, PCI-Express, USB, SATA, SAS
Excellent Windows, Mac & Linux troubleshooting ability. ACE, Brite, ROCKS a plus
Programming and scripting knowledge and experience (e.g. Perl, Python, C++, etc.)
Ability to gather data, perform analysis and escalate to a higher level of support
Organizational skills that support taking an analytical approach to problems and driving solutions to problems through to their conclusion
Ability to work effectively in a team environment to investigate and resolve problems as part of a team.
Very good communication skills, both verbal and written
Very good interpersonal skills, customer relations skills and problem management skills, with the ability to stay calm and professional under pressure while working to strict deadlines
Comfortable working in high stress environments
Able to manage your own time and prioritize tasks
Excellent interpersonal skills and an outgoing attitude
Customer service experience (by telephone or other) preferred
Self-starter, willing to take initiative to solve a problem
Occasional travel for training or to help support remote systems is required
Security clearance may be required
Ability to lift up to 35 lbs overhead