Technical Support Engineer 2/3 Job in Sunnyvale 94085, California Us

Panasas, Inc., the leader in high-performance parallel storage for business-critical applications, enables customers to rapidly solve complex computing problems, speed innovation and accelerate new product introduction.  Addressing the Big Data market, all Panasas storage products leverage the patented PanFS™ storage operating system to deliver superior performance, data protection, scalability and manageability. The company’s global reach extends to 50 countries with a diverse line-up of fortune 500 companies in key verticals including life sciences, finance, oil and gas, government, research, manufacturing and aeronautics.
 
Building on five consecutive years of uninterrupted revenue growth the company achieved record revenue in 2010, increasing by more than 40 percent for the year.  
 
Panasas has a culture where bright, dedicated people can flourish with the opportunity to shape an industry. 
 
To learn more, please visit us at www.Panasas.com 
 
Summary
 
This position’s Technical Support Engineer 2 / 3 will be responsible for providing high level remote technical support for a distributed NAS storage product.

Responsibilities

·         Support requirements will include problem assessment, interactive hardware and software troubleshooting, system configuration, and leading customers through trouble shooting to problem resolution.

·         The support engineer will be trained to identify defective parts and authorize their return to service for repair along with identifying and logging both hardware and software bugs.

·         Work collaboratively with both customers and other Panasas engineers when necessary to resolve product issues.

·         The engineer will become a subject matter expert on Panasas service offerings and storage products along with the Panasas distributed architecture and global, parallel file system.

·         An extreme emphasis is placed on customer satisfaction and providing the most professional support experience to the delight of our customers.

·         Some rotational on-call and after hours shifts are to be expected.

·         There are openings for day, swing and grave yard shifts.

 
Experience / Qualifications

·         Preferred 2+ (for level 2 and 5+ years for level 3) years direct customer service experience either in pre or post-sales environments resolving complex, technology related problems or experience as a QA engineer.

·         Experience using CRM systems such as Siebel, PeopleSoft, Clarify, Salesforce or Netsuite.

·         Knowledge of C/C++, Perl and TCL to understand programs written in these languages.

·         Knowledge of current and emerging storage architectures.

·         Storage, networking or Linux industry background.

·         High performance / Cluster computing experience. Strong desire to take on a leadership role within the local team.

·         Minimum Requirements Bachelors Degree in Electrical Engineering, Computer Science, Information Systems or equivalent industry experience of 4+ years working in enterprise hardware support.

·         Comfortable troubleshooting customer issues while having insufficient data or lack of completely correct information.

·         Basic networking and switching architecture knowledge.

·         Intermediate familiarity with UNIX (BSD, Linux, System V, Solaris).

·         Excellent verbal and written communication skills.

·         Superior organizational skills. Be a highly self motivated individual with a demonstrated history of personal growth in technology concepts.

·         Demonstrated ability to independently research problems via lab experimentation and the World Wide Web.