We are an innovative storage technology company located in downtown Chicago, and a part of a global IT firm. We created a breakthrough technology that solves tomorrow’s big data storage problems today. Many of the world’s largest data repositories rely on our software, and our product has received multiple prestigious awards. Our highly ambitious pursuits are fueled primarily by the stellar people we hire. We look for bright people who are passionate and dedicated team players.

Do you have a passion for developing software?  Would you like your work to make a difference?  Do you have strong skills in web development and management systems?  Would you thrive in a dynamic, fast-paced, team-oriented environment?  If so, then we have the dream opportunity you’ve been waiting for. As a Level 3 Support Engineer you will be responsible for resolving field issues for an innovative data storage product.

Responsibilities:

• Identify and implement appropriate actions to recover customer systems and restore normal operations within the timeframes required by applicable service level agreements
• Provide a liaison between the customer and the development organization to isolate field issues and identify root causes
• Manage a portfolio of open customer cases
• Develop an understanding of customer configurations and usage patterns in order to be able to more effectively investigate reported problems
• Assist in ongoing investigation of underlying defects in hardware and/or software that contributed to customer issues
• Reproduce customer reported issues in lab environment and validate fixes
• Write and/or review root cause analysis and customer impact statements for field reported problems
• Inform technical staff on lessons learned from field reported problems and activities to drive continuous product improvements

Must-haves:

• Strong understanding of customer support practices and customer relationship management
• Proficient on Linux OS with a minimum of 2 years experience
• Software development and/or testing background
• Experience troubleshooting the interaction of Cloud applications with Cloud platforms.
• Operational experience with cloud infrastructure (Storage, Networking, Servers, VMware, and software)
• System thinking capability: demonstrated experience of working in a large scale system environment and troubleshooting issues across system components.
• Strong oral and written communication skills that are clear, logical, structured, factual and compelling
• Demonstrated ability to effectively triage problems under pressure and identify risk-appropriate recovery and corrective action plans
• Ability and tenacity to solve increasingly complex technical issues through analysis and a variety of problem-solving techniques
• Bachelors in Computer Science, or a similar discipline

Pluses:

• Knowledge of one or more of the following: device drivers, security, system administration, SAN/storage, network management
• Experience working within agile development organizations
• Python or other scripting languages with demonstrable experience in applying these skills to data analysis and problem investigation
• Experience with project management tools, such as Rally, Bugzilla and customer relationship management tools such as Salesforce

All your information will be kept confidential according to EEO guidelines.