Job Summary:

As a member of the Gear6 Support Organization you'll join a dedicated team focused on developing an innovative new data center appliance. Your primary job will be to provide product technical support to customers in an HPC environment. You will work closely with the Gear6 test and engineering teams to insure our products meet customer expectations. Your responsibilities will include:

• Provide Gear6 customers hardware and software technical support, including installation, configuration, and troubleshooting of clustered server modules, switch and network connectivity issues
• Provide customer advocacy for documentation and timely resolution of issues, and for problem reproduction and escalation
• Document and reproduce customer related NFS application and networking problems, and coordinate fixes through QA and Engineering as required
• Manage critical customer accounts and escalation requests as required
• Work with Engineering and Technical Marketing to clearly document and distribute FAQs for knowledge transfer and consistently accurate problem resolution
• Document all actions taken toward resolving customer cases in CRM database
• Develop common question and answer documentation to be included in department knowledge base

Essential Functions:

TThe candidate will deliver high-quality technical assistance for Gear6 data center appliance products through phone, web/email communication. Provide installation and training to end-users. Independently debug broad, complex, and unique storage system and network issues. The candidate will deliver high-quality technical assistance for Gear6 data center appliance products through phone, web/email communication. Provide installation and training to end-users. Independently debug broad, complex, and unique storage system and network issues.

Requirements:

The candidate will have a demonstrated track record of providing outstanding customer service in a networked systems environment including a strong ability to accurately gather information and resolve technical product issues. You must possess excellent knowledge in NFS, Linux, and networking and have proven skills in supporting end-users and resolving product issues for network storage applications (NAS). You should also have experience in test planning and documentation. You must have at least 5 years of experience in networking and supporting Linux systems in an HPC environment. You should have knowledge of scripting languages (shell, perl, etc.).

Education:

• BS preferred