Position: Technical Service Engineer II

BlueArc is a leading provider of high performance unified network storage systems to enterprise markets, as well as data intensive markets, such as electronic discovery, entertainment, federal government, higher education, Internet services, oil and gas and life sciences. Our products support both network attached storage (NAS) and storage area network (SAN) services on a converged network storage platform.

By joining BlueArc, you can become an integral part of helping enable our clients expand the ways they explore, discover, research, create, process and innovate in data-intensive environments.

Summary:

Provide telephone and/or written support to BlueArc customers resolving technical problems of varied complexity. The Technical Support Engineer manages the customer service relationship and defective product transactional requirements necessary to maintain customer satisfaction. This position maintains transaction quality, implements process improvements and related objectives necessary to provide the highest possible services as efficiently and reliably as possible. This position also analyzes non-functional equipment/software to identify problem areas and recommended corrective actions; assists customers with installation and troubleshooting. Answer and follow-up customer problem(s) calls in an efficient and professional manner. Follow-up may include duplicating basic problems, if necessary, in the lab requiring standard setup and working with more senior members of the support or engineering staff to resolve non-routine issues. This position maintains a record of all customer calls as required by the call tracking system. Authorizes product returns through established company policy and guidelines. Provides documentation for customers related to service policies and return procedures and may assist in training new employees at the same level.

Duties and Responsibilities :

Reproduction of customer problems
Defect creation and management
Live webex remote support
Escalation to cross functional technical teams if necessary
Learning 3rd party vendor products
Documenting all findings for other BlueArc functions
Problem resolution via defect management with BlueArc Engineering and vendor partner technologists
Developing best practices around solutions

Qualifications:

Skills

Strong verbal and written communication skills
The ability to be able to develop and document technical and operational notes related to process and procedural changes
Effectively communicate with end-customers and internally to engineering and other functional areas when resolving customer problems and escalating cases
The ability work with customers under variety of circumstances and pressures and understand and meet customer expectations is a fundamental
Significant depth and breadth of technical experience with all aspects of storage, networking and related information technologies at the applications, database, and operating system level in the NT and UNIX networking environments required.

Knowledge & Experience

Bachelor's degree in Electrical Engineering or Computer Science is a plus.
Minimum 5-10+ years of industry experience required.