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Job Descriptions:
Responsible for accepting and driving technical escalation issues. Work with the Customer, Sales, Engineering, Operations and Customer Services organizations to drive, solve and communicate service request issues. Following are the essential duties for an Escalation engineer:
* Responsible for all Tier 2 customer calls from the Technical Support Engineer (TSE)
* Responsible for escalated issues from TSE, field, Sales, Management and the Customer
* Working with engineering on all customer bugs
* Validate field action/upgrade/update plan as requested
* Creating knowledge Articles
* Assisting Sales account team (SE, STAM , GTAM and the Account Mgt with the field) with failure rates calculation and reporting
* Work with SE’s and the customer on specific tuning , or service processor issues
* Review and update Service documents as required
* Providing regular training to TSE (TOI on specific requests)
* Vendor interactions through Corporate agreement, TSANet.
Required Experience:
* B.S. C.S/IT degree, related technical school or related experience
* 5+ years of relevant experience
* Hands on experience in the following SAN Switch/Fabric: Core Edge Topology, Fiber Channel Routing and Protocal Virtual SANs, Lun Exports, Storage management
* Ability to perform end-to-end (host to storage) diagnosis of complex enterprise SAN configurations in a multivendor environment
* Experience configuring and managing FC switches from Brocade/McData, Cisco, Qlogic
* Experience using FC protocol analyzer – installing, configuring,interpreting results
* Admin level OS knowledge of: Windows, Linux, Solaris, VMware
* Ability to diagnose and troubleshoot storage IO protocols:SCSI, FC, iSCSI (FCoE desired)
* Prior experience in customer support and customer facing experience
* Experience with enterprise storage systems and major server OSs
* Excellent written and oral communication skills
* Ability to competently present technical details of SAN analysis and resolution recommendations to technical experts at customer and 3PAR partners
* Prior hands-on experience in storage related development or testing
* Prior level-3 technical support experience
Keyword: escalations, engineern, customer support
From: 3PAR

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