Senior Sustaining Engineer

In this role, you will serve as a Systems expert within the Engineering organization, assisting and directing the top tier engineers from the Global Support organization to ensure the highest quality of service and code for our customers.

You are able to describe problems, troubleshooting steps, and solutions to all technical levels, both internally and to critical customers. Your problem statements are legendary. You can walk through unexplored territory, drawing the map as you go.

You’ve got a long history implementing and maintaining complex computing environments with Linux or Unix, although a touch of Windows in addition to that is a plus. You script and automate routine tasks in shell scripts, Python, or Perl. You have a long relationship with Wireshark and TCPDump, and can use them to identify protocol-level problems as well as more fundamental network issues. 

You are excited by the possibilities of working on a BSD-based High Performance Cluster product, with some experience troubleshooting distributed systems.

You’ve seen complex problems through to completion while prioritizing and solving day-to-day commitments. You command the respect of your technical peers, and are not afraid of making hard decisions to address customer needs.

Responsibilities:

• Provide expert technical support and direction for issues escalated from Global Services.
• Interface directly with customer contacts, including end-users, technical professionals, IT system administrators, and management to resolve high-visibility technical problems on mission critical systems.
• Design and implement tools for troubleshooting and to address specific customer problems.
• Champion design and implementation requirements for future OneFS products, particularly with regards to supportability and sustainability.
• Participate in on-call rotation for non-business hours support coverage.

Required Skills

• Ability to give direction to technical colleagues.
• Proven verbal and written communication skills.
• Shell programming is required, systems programming experience is a plus.
• Experience with network packet capture and analysis, and a thorough knowledge of standard TCP communications.
• Ability to quickly learn new technology and new products.
• Ability to multitask while ensuring the highest quality of work.
• Strong interpersonal skills including the ability to interact with customers in a pre- or post-Sales capacity. 
• Windows system administration skills a plus.
• 5+ years experience building, deploying and administering enterprise class UNIX systems.
• Strong network/systems generalist troubleshooting.
• 1-2 years experience supporting enterprise customers.