Technical Jedi (Technical Account Manager – post

Technical Jedi (Technical Account Manager - post-sales support)

Are you a master at keeping the peace by managing customers and using your formidable technical skills when needed? Isilon is looking for Technical Account Managers who can walk both paths, a skilled customer diplomat and a technical problem solving engineer. Why this is a Great Opportunity Work with enterprise customers using award winning, bleeding edge scale-out NAS (multi-petabyte storage arrays with massive throughput and processing capabilities!) in a diverse range of applications like animation/movie production, design verification, gene sequencing, high performance computing, and quantitative finance. You?ll be working with a team of smart, passionate, and driven people in a high paced and constantly changing environment. Who We Are The Isilon Storage Division of EMC is the global leader in scale-out storage. We engineered the complexity out of the system to offer customers a storage platform that?s simple to install, manage and scale. Powered by our OneFS® operating system, our platform combines a robust suite of management applications and enterprise-class hardware to deliver meaningful and sustainable productivity enhancements. Our three product lines provide a broad range of options to address enterprise storage needs. Our software applications provide enterprise-grade storage management, protection, and distribution capabilities. The ideal candidate will possess strong technical acumen combined with account management skills. Your Mission Be the dedicated post-sales point of contact for assigned customers Provide mission critical support (sometimes onsite), monitor complex and critical issues and work closely with the T3 engineers to ensure proper escalation and resolution processes are utilized Interface between the customer and Isilon (Support, Logistics, Engineering, and Sales) Represent the customers? needs as an internal advocate Implementation of Isilon products into customers? data centers by performing: Advanced Configuration (software) activities Rack and Stack (as needed) activities Have a deep understanding of the customer?s environments, workflows, and business processes, building a strong, personal long-term partnership with the customer so as to mitigate issues before they arise Provide proactive management for all technical and business issues Provide information proactively, such as weekly status reports, biweekly account calls, monthly/quarterly onsite visits Qualifications Work experience with Unix/Linux (desired) and/or Windows environments (especially share and file level permissions and authentication/authorization): Ideally having 3+ years of system administration experience Strong understanding of the following network protocols: TCP/IP, NFS, SMB, CIFS Familiarity with directory services (LDAP, NIS, ADS) and Bourne/Bash, Python, Perl, or other scripting languages 5+ years experience in technical account management Persistence in obtaining resolutions to issues Proficiency in multitasking and delivering results while ensuring quality work under pressure Broad technical knowledge of heterogeneous environments used by enterprise accounts Excellent communication and presentation skills including to non-technical audiences Ability to travel up to 25-50% Bachelor's degree in Computer Science or other technical degree preferred