Senior Staff Engineer, Product Support Engineering

What You’ll Do

Samsung is looking for a Product Support engineer with experience to help build out support processes, tools, and infrastructure to provide a support service for a storage as a service solution. The Samsung Storage as a Service offering is based on a distributed, scale-out data storage product that has been evolved to support public and hybrid cloud scale deployments. We are looking for experienced Product Support engineers with expertise in supporting distributed storage systems, within a cloud, hybrid cloud and on-premise environments.

Location: Hybrid, working onsite at our San Jose, CA headquarters 3 days a week, with the flexibility to work remotely the remainder of your time OR Remote (preferably West Coast remote).

Job ID: 41977

• Ability to analyze and debug problems at network, storage and virtualization layers of a scale out distributed storage solutions in public, private and hybrid cloud environments.
• Help to develop knowledge base that enables faster troubleshooting of customer issues.
• Provide feedback on existing tools and help to identify and develop the necessary tools needed to triage customer problems.
• Research, diagnose, troubleshoot and solve customer issues, involving and working with engineering teams as needed.
• Work with technical writing resources to ensure resolution to customer issues are documented appropriately.
• Help to define the support process from initial issue found by customer, to reporting the issue to Samsung, to resolution and fix for the customer.

What You Bring

• Bachelors with 15+ years of relevant industry experience, or Masters with 13+ years or PhD with 10+ years in Computer Science or related field preferred.
• BS/MS Computer Science or equivalent with a minimum of 7+ years with storage solutions.
• Experience testing and/or debugging storage systems, preferable distributed systems.
• Experience and understanding of NFS protocols (v3, v4.1, pNFS).
• Experience with other storage protocols such as SMB and S3 are a plus.
• Familiarity with virtualization technologies (VMware, Hyper-V) and containers.
• Experience with network solutions for clouds including network virtualization technologies.
• Able to demonstrate leadership skills and take ownership of customer issues reported.
• Commitment, focus, and follow-through needed to see problems through to resolution.
• Exceptional customer service skills and excellent communication skills to provide prompt and accurate feedback to customers.
• Proven ability to research, diagnose, troubleshoot, and identify solutions to customer issues.
• Ability to develop scripts using Python or other scripting languages a plus.
• You’re inclusive, adapting your style to the situation and diverse global norms of our people.
• An avid learner, you approach challenges with curiosity and resilience, seeking data to help build understanding.
• You’re collaborative, building relationships, humbly offering support and openly welcoming approaches.
• Innovative and creative, you proactively explore new ideas and adapt quickly to change.

PERSONAL CHARACTERISTICS

• Know how to tell between perfect and good enough.
• Ready to take on difficult tasks on your own.
• Team player.
• Displays good judgment.
• Willingness to challenge, debate and clarify assumptions.
• Comfortable working in a very fast-past environment with a global team.

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