Tech Support Engineer IV Isilon

GENERAL SUMMARY

The Isilon Storage Division of EMC is the global leader in scale-out storage. We engineered the complexity out of the system to offer customers a storage platform that's simple to install, manage and scale. Powered by our OneFS® operating system, our platform combines a robust suite of management applications and enterprise-class hardware to deliver meaningful and sustainable productivity enhancements. Our three product lines provide a broad range of options to address enterprise storage needs. Our software applications provide enterprise-grade storage management, protection, and distribution capabilities. Work with enterprise customers using award winning, bleeding edge scale-out NAS (multi-petabyte storage arrays with massive throughput and processing capabilities!) in a diverse range of applications like animation/movie production, design verification, gene sequencing, high performance computing, and quantitative finance. You'll be working with a team of smart, passionate, and driven people in a high paced and constantly changing environment.

Applies advanced systems level technical expertise to resolve highly complex systems level customer issues. Customer issues may be received by Support Centers through automated dial-homes, voice initiated technical calls from EMC Customers, Customer Engineers, or remote maintenance calls and Web Support Calls. Uses independent judgment to accomplish objectives. Accepts escalations from other technical team members as a subject matter expert, shaping group operations with depth of knowledge. Works closely with Engineering and other technical business units to increase knowledge and resolve customer issues. Identifies and provides resolutions to a diverse range of complex technical problems. Mentors others in providing validated technical information, support process instructions and special support requirements. Engineers provide problem determination and resolution for customer issues. Develop and implement resolutions to identified problems, and follows standard practices and procedures. Identifies records and works with management to proactively revise current procedures and tools to improve customer satisfaction. May need to engage or escalate to more senior resources to resolve more complex issues. Develops broad knowledge of the organization’s mission and strategy and relates it to day-to-day issues. Challenges existing processes based on industry best practices, enhances these for the benefit of all.
 

PRINCIPAL DUTIES AND RESPONSIBILITIES
 

Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues. Identifies documents and escalates customer issues to senior resources.
Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution. . Contributes to centralized problem identification and resolution database may provide senior or expert level tasks similar to Engineering for assigned products or skills.
Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions. Identifies, documents and reports design, reliability and maintenance issues. Gains support and commitment from others and mobilizes people to take action. Understands and leverages EMC's technical communication structure. Sphere of influence extends well outside of the department.
Leads efforts in facilitating problem recreation and failure analysis of systems level issues. Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution. May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other EMC Technical Support co-workers as appropriate.
Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.
Validates technical information and issues early warnings and disseminates information as needed. As a 24X7X365 organization shift work, holidays and on-call responsibilities may be required
Makes a recommendation to higher level technical support engineers or management for improving processes, standards and strategies. Regularly submits content to the knowledge database.

EMC Proven Professional Certification desired.
 

Technical skills:

• High level knowledge of SMB and or NFS at the protocol level.
• Strong Unix/Linux skills. (FreeBSD a plus)
• Strong Experience with Windows server administration
• Experience with AD/LDAP administration
• Strong Networking experience with knowledge of connectivity from Client to NAS appliance
• Knowledge of Kerberos and the SMB related authentication
• Optional - Knowledge of the Infiniband Protocol

Skills:

• Customer Service skill.
• Ability to work in a team environment.
• Communication skills.
• Detail oriented.
• Analytical ability.
• Customer Service skill.
• Interpersonal skills.