Technical Services Engineer, FlashArray
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Job Description
Technical Support Engineer focusing on resolving complex customer issues for FlashArray products. Collaborating with internal teams to enhance customer satisfaction and technical support resources.
Responsibilities:
- Proactively own and resolve customer issues from initial contact through to resolution across all severity levels, ensuring all customer-facing communication is professional, concise, and timely.
- Diagnose and troubleshoot complex technical problems involving our FlashArray products and their interactions with diverse multi-platform environments (e.g., operating systems, networking, and storage area networks).
- Drive customer satisfaction by leading multi-participant customer calls, including hot escalations, and acting as a customer advocate by championing their issues internally with other teams like Engineering.
- Enhance our knowledge base by creating and updating internal and customer-facing FAQ and knowledge base articles to empower both customers and fellow team members.
- Mentor junior Support Engineers by sharing your expertise and guiding them on best practices for issue resolution and customer management.
Requirements:
- A minimum of 3 years of experience in a professional enterprise level technical support role
- Proven experience in a technical support role where you have owned and resolved complex customer issues in a multi-platform enterprise environment.
- Deep technical troubleshooting skills in a professional enterprise setting, with the ability to analyze and diagnose issues related to storage, networking, replication, performance, and space.
- Working knowledge of a range of technologies, including operating systems (such as LINUX, Windows, VMware), LANs & WANs, and Storage Area Networks.
- Exceptional customer service skills with the ability to manage multiple projects and support cases simultaneously while maintaining a calm, professional demeanor.
Benefits:
- flexible time off
- wellness resources
- company-sponsored team events
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