Sr. Technical Customer Engineer

DataCore Software is a profitable, global software company that helps more than 10,000 customers worldwide modernize how they store, protect, and access data. The company delivers the industry’s most flexible, intelligent, and powerful software-defined storage (SDS) solutions.

DataCore Software delivers the industry’s most flexible, intelligent, and powerful software-defined storage solutions for the core, edge, and cloud. With an impressive product suite, robust intellectual property portfolio, and unrivaled experience in storage virtualization and advanced data services, with a global, diversified team, DataCore is poised to transform the industry with 3 x YoY ARR growth.

At the cornerstone of our evolving business model, the DataCore.Next vision redefines how storage resources are best applied at the core, edge, and cloud to deliver optimal results and the lowest cost. As a winner of the Stevie Award for exceptional customer service for ten consecutive years, DataCore is committed to helping its customers navigate their data journey across any combination of these storage centers in alignment with their evolving business goals.

Corporate headquarters are out of a state-of-the-art facility in sunny Ft. Lauderdale, Florida, with offices in Austin, Munich, London, Paris, Milan, Sofia, Tokyo, and Taipei with a technical center of excellence in Bangalore, India.

Role:

As a member of the World Class Customer Engineering team, which has won the prestigious Stevie Award for seven consecutive years, the position helps drive customer satisfaction and supports DataCore‘s software solutions, ensuring alignment between the technical solutions and the business needs. He/she will be part of a culture that inspires technical experimentation and empowers our teams to make sound technical and architectural decisions. He/she will be part of the front facing team from DataCore and the ideal candidate will be able to gracefully balance schedule needs with creative imperatives, pushing for quality and innovation.

We operate in agile development environments and are transforming Customer Engineering to embrace agility. You will have an opportunity to make a difference and grow your skills and experience.

Duties:

Provides following services to partners and end-user customers primarily from the office but also at the customer’s site whenever necessary:

• Troubleshooting and diagnostic support
• Problem resolutions
• Product installations
• Product familiarization training
• Provides L1/2 technical support through E-mail, Telephone, Chat, and Incident Tracking Database
• Keeps Incident Tracking Database up to date with communications and recommendations in a professional manner
• Remains current on all DataCore products and sub-products
• Performs testing on engineering releases and determines suitability for customer shipment and problem resolution
• Works closely with the Product Development Team to provide input on open issues
• Works with customers on both short and long-term issues, including those at the engineering level
• Notifies affected customers and distributes permanent solutions when they become available • Learns and displays how products would add value to the business
• Evangelize the value proposition of the DataCore Software stack to broad audiences

Education/Experiences:

• At least 6 years’ experience of Technical Support on complex software products
• NFS, the LINUX remote file sharing protocol
• CIFS, the Windows NT remote file sharing protocol
• SAN connectivity methodologies for storage systems
• Object and Cloud Storage (for example, Docker or S3)
• Container Storage (such as Kubernetes)
• TCP/IP and Networking
• RAID
• Familiarity with monitoring protocols
• Windows and Linux Operating Systems
• Virtual infrastructure
• Remote authentication methodology and data collection on remote systems
• Desired experience with:

• HTML, CSS and/or Javascript
• Integration experience
• Familiarity with Storage Industry
• Familiarity with Server Virtualization products o Application experience (Exchange, SQL, Oracle, etc.)
• Scripting (PowerShell, PHP, etc.)
• Microsoft certification preferred
• Storage concepts and infrastructure
• NAS concepts and infrastructure
• Database principle, query building

Working hours are aligned to business needs and customer base. This will either be APAC support starting at 19:00 EST (05:30 IST), EMEA support starting at 03:00 EST (13:30 IST), or US support starting at 11:00 EST (21:30 IST). These timings will vary due to daylight savings time. Apart from the support hours, members are required to be on-call rotation for coverage which includes weekends and holidays