Technical Support Engineer, Level 1

Overview:

Tintri is a wholly owned subsidiary of DataDirect Networks, the data-at-scale powerhouse and world’s largest privately held storage company. Tintri is fundamentally changing the way Enterprise data is stored and managed. Simplicity is the name of the game. We have created solutions that combine autonomous operations with real-time insight and AI-driven analytics, enabling IT organizations to reduce storage management overhead by 95%.  This fresh approach allows companies to maximize their virtual and containerized applications without spending time and resources on backend storage process. If looking to be a catalyst for change in an environment that’s highly energized, collaborative, and rewarding, we’d like to hear from you.

As a Technical Support Engineer, you will provide first-level support to customers, support personnel, and field support staff, focused on troubleshooting, repairing and debugging Tintri products. Support incidents can range from hardware and/or software issues with Tintri storage systems and solutions, to interoperability issues. You will be required to utilize and add to the Tintri knowledge base. As a 24x7 365 day organization, shift work, holiday coverage and on-call responsibilities will be required. Supporting the West Coast and Mountain Regions (Hours are 8am to 5pm Pacific Time, Tue through Sat or Sun through Thurs).  

Responsibilities

• Always take care of the customer. Customer Satisfaction is job #1.
• Leverage internal technical expertise, knowledge base, scripts, log files, and other internal tools, to provide the most effective solutions to customer issues.
• Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans
• Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.
• Create new knowledge base articles to share information for reuse throughout the Technical Support Center
• Document case history and status to provide background prior to escalating to higher level
• Develop and implement resolutions to identified problems, and follow standard practices and procedures.
• Monitor and track all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.
• Validate technical information and issues early warnings and disseminates information as needed.

Skills & Qualifications

• Exceptional command of the English language
• Exceptional writing skills
• Ability to work in a 24X7X365 organization, including weekends and holidays
• 2 – 3 years experience in Enterprise level Technical Support or Technical Degree equivalent
• Basic familiarity with standard Linux commands
• A strong understanding of complex concepts related to SAN and NAS storage, Operating systems (Unix and Windows), CPU/memory architectures and Disk/RAID systems.
• The ability to diagnose complex problems and deliver analyses of root cause across a stack of complex applications, OS, Network switching and storage elements.
• Working knowledge of popular hypervisors such as VMware, Xen and Hyper-V
• Experience in VMware, Microsoft products, NFS, ZFS, Citrix, and/or Cisco, UCS preferred
• TCP/IP based networking and troubleshooting skills
• B.S. in Computer Science, Engineering, Math, or equivalent work experience
• Experience in sizing, performance analysis, and troubleshooting of data storage systems, appliance experience is a plus.

DDN has a very strong orientation towards these 4 characteristics and any successful employee will demonstrate these capabilities: 

Self-Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives. 

Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable. 

Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful. 

Innovative - Builds and improves key business processes that enhance the effectiveness of DDN. Generates new ideas, challenges the status quo, and solves problems creatively.

DataDirect Networks, Inc. is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, transgender, sex stereotyping, sexual orientation, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.