Product Support Engineer

Description

Product Support Engineer

Boulder, Colorado - (Hybrid)

Summary:

The PSE position embraces a leadership role in the Support organization, as the interface between Development Engineering and the System Support Specialist team.

• Identifying solutions to complex problems and working throughout the organization to provide a resolution.
• Troubleshooting and communication skills are essential, with the ability to create concise action plans for our teams and the customer to understand the path forward.
• The ideal candidate will be self-motivated, with a desire to provide coaching and documentation for the organization through creation/maintaining the knowledge base, along with providing group training.
• The role also requires a close working relationship with the Escalation Management Team to provide a Subject Matter Expert level of assistance during remote sessions and conference calls. This can require patience and the ability to explain technical information at various technical levels within the customer organization.

Compensation - $85,000 - $105,000

What you'll be doing:

• Work customer incidents and consultations that have been escalated from the Tier 2 team.
• Perform analysis and troubleshooting of Spectra Logic products in customer environments. Includes supporting Service Providers FE's or Fly-and-Fix.
• Identify possible product/service/process quality issues affecting the field and bring them to the attention of the Support Manager(s) and Dev Engineering, via the defined RFA escalation process.
• Take corrective action to provide timely resolution of technical problems affecting customer experience.
• Participate in on-call duties on a rotating basis to provide 24x7 technical and short notice Fly-and-Fix travel to customer sites when required for Spectra onsite support.
• Use gathered information to initiate and manage product or process improvements.
• Attend cross-functional meetings geared toward improving product quality, discussing product changes, and prioritizing enhancements and bug fixes.
• Manage and organize the collection, verification, and dissemination of product technical information (specifically the Support Confluence space). Includes collaboration with Tiers to create accurate articles for the Knowledge Base, in addition to creating highly technical content.
• Utilize lab equipment for issue reproduction and testing code releases.
• Follow-up on customer issues with important attention to detail.
• Respectfully collaborate with peer colleagues, the Escalation Management Team, and Dev Engineering to resolve issues.

What you need to bring to the table:

• Advanced knowledge of Storage Hardware, Backup Applications, Servers, SAN, Windows, Unix/Linux Operating Systems.
• Knowledge of tape drives and disk storage arrays.
• Experience with controlling situations with displeased customers, leading to potentially stressful and time-consuming resolution paths of customer issues.
• Ideal candidates will possess excellent troubleshooting skills utilizing logical processes and possess the ability to learn new technical concepts quickly.
• Excellent written and verbal communications skills, strong organizational skills, and creative problem-solving skills.
• Strong interpersonal skills, with ability to communicate at all organizational levels.
• Good organizational and time management skills, in addition to a positive attitude, are required.
• Ability to work on multiple projects while adapting to shifting priorities.

It would be great if you had:

• Experience with Samba/FreeBSD/ZFS
• Experience with Java/Python/Ruby/Bash
• Experience with AWS S3
• Prior experience in Field service and Technical Call Center Support environment desirable.

Education:

• Four-year degree (BS) in Electrical Engineering Technology, Computer Science, Equivalent technical degree.

Travel Requirements: Up to 15%

Status: Full Time Exempt position

Why Spectra?

Privately held since its inception in 1979, Spectra is allowed to do what is right without having to satisfy Wall Street each quarter. That means our associates and customers come out as winners.

Isn't it time you joined our winning team?

Spectra Logic provides a casual work environment, competitive salaries, and a compensation structure that rewards contribution and hard work. We employ a hybrid workspace, managing attendance in the lab on an as-needed basis, per workload requirements at a given time; we remain committed to flexibility in maintaining a fulfilling work-life balance. Our full benefits package includes matching 401(k), medical, life, AD&D, sick pay, flex spending accounts, and company paid short- and long-term disability.

Applications accepted until 3/18/24.

***Spectra Logic is committed to the practice and policies of equal employment opportunities in the recruitment, employment and promotion of all associates without regard to age 40 and over, race, color, religion, sex, sexual orientation, disability, gender, gender identity, gender expression, genetic information, status as protected veteran, national origin, or any other applicable status protected by state or local law.