Provide in-depth investigation on customer issues, develop sufficient knowledge about the product to help identify and resolve customer issues, train other support team members, interact with developers to learn the technical internals, write tools for debugging and willing to go on site for customer escalations, if necessary.
Proven track record in customer support
Highly knowledgeable about storage subsystems including disk subsystem, file system protocols such as CIFS, Linux kernel, remote replication.
Strong analytical, debugging and problem solving skills
Good understanding of methods of various harness such as nightly, regression and unit testing
Strong analytical and debugging skills
Sufficiently process oriented to help guide other team members
Education and Experience
B.S. + 8 years experience or M.S./advanced degree + 5 years experience