[Urgent]Principal Technical Support Engineer - 2013/10/18

Principal Technical Support Engineer - 2013/10/18

Key Skill Requirements: 
 8+ working experience
 Linux/Unix Systems Administration is critical
 Linux/Unix Internals is a plus
 Core analysis kernel/application
 C-programming
 Knowledge of storage subsystem arrays
 Ability to collect and analyze core file dumps

Base: Shanghai

Please send your resume to: [e-mail]

 

Summary of Position:

• The Technical Support Engineer (TSE) will work directly with global customers and EMC/Data Domain personnel via e-mail, phone, and remote desktop software to provide technical assistance towards the prompt resolution of complex technical problems. To achieve that, TSE’s work in a collaborative 7x24x365 environment leveraging global resources to reduce the time it takes to provide problem resolution. TSEs will support the full line of Data Domain products within the “Backup and Recovery Systems Division” (BRS).

Value to the Organization:

• All TSEs are advocates for product quality; product usability; and the on-going relationship with our customers.

TSEs identify, create, and reuse knowledge (KBs) that add value to our customers.

• Analyze logs and core files as needed to work towards resolution of customer issues.
• Work with 3rd party service providers in the process of analyzing and resolving customer issues.
• Generate problem reports in Bugzilla to coordinate with engineering to obtain quick resolutions for customer related issues.

Technical Competency:

• Linux/Unix Systems Administration is critical
• Windows Systems Administration is a plus
• Understanding of the OSI stack
• Ability to work with tools such as snoop, tcpdump, traceroute to decipher Network issues
• Knowledge of various protocols such as NFS,CIFS,SNMP
• Understanding of OST technology is a plus.

Skills Required:

• Excellent oral and written communication.
• Strong interpersonal and problem-solving skills.
• Advanced skills in analytical and problem solving with attention to detail
• Ability to work as an individual or on a team.
• Ability to create clearly documented bug reports as needed.
• Ability to read and understand technical bug reports.
• Self-starter with ability to learn quickly and operate in a fast paced environment.
• Some project management and negotiation skills.
• Ability to identify root cause of an issue (isolate in source code) and write or assist in writing of RCA documents

Experience Required

• 8+ years Technical Support experience (Backup, Storage or Networking environment preferred)

Beneficial Education & Certifications

• Bachelors or equivalent working experience.
• CCNA/CCIE
• Red Hat Certified System Administrator (RHCSA)
• MCSA/MCSE