Senior Technical Support Engineer - Remote Eligible
Hewlett Packard Enterprise
Senior Technical Support Engineer
This role has been designated as 'Remote/Teleworker', which means you will primarily work from home.
Who We Are:
Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today's complex world. Our culture thrives on finding new and better ways to accelerate what's next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.
Job Description:
The Senior Technical Support Engineer manages a triage of customer support service issues and escalations. The role contributes to efficiency improvements from reducing customer issues to increasing team productivity through product changes and knowledge creation. The Senior Technical Support Engineer effectively and efficiently handles all levels of technical support calls from basic user questions to issues requiring more in-depth technical and problem-solving skills. Also, the job scope includes independently diagnosing and resolving networking and performance problems with storage server environments. This will mean an even balance of taking complex cases and simpler cases from your vertical specializations and other complex areas of the Nimble Product.
How You Will Make Your Mark:
To be logged into phone queue and available to receive customer calls every day during your shift without management request. You can logout from phones, during the last hour of your shift to wrap-up.
Regular contributions towards accepting handovers from other regions targeted to EMEA region. This means your participation on accepting warm or cold handovers is visible for the team and management.
Maintain regular focus on all cases and customer escalations, making sure the customer is not waiting on actions from HPE Nimble support. We expect all the cases need to be updated on regular basis, say every 2 to 3 days check on latest status with customer.
Actively engage in Vertical meetings, provide regular feedback to team on the latest trending issues from your verticals during weekly disseminations.
Case backlog to be maintained at no more than 25 cases at any given time.
Contribute to edit/modify existing KCS articles and to develop new KCS articles
About You:
5+ years' experience providing technical support to end user customers for storage related products including advanced administration issues such as snapshots and replication.
Fluent in written and verbal English.
Outstanding problem-solving skills with good technical knowledge of storage systems and TCP/IP & Inter-Networking in a Linux and or Windows environment.
Should be comfortable filing bugs and working with engineering to articulate problem scenarios for reproducing issues.
Experience with VMWare, Storage, Cisco UCS, ISCSI, Xenserver, HyperV, Open Stack and Fibre Channel.
Experience with applications like Oracle, Exchange, SQL Server Veam, Back up Exec, and Commvault.
Ability to read backtraces and isolate potential problem areas at varying levels of depth and complexity.
Scripting / Programming knowledge (with a focus on support automation) and time-saving utilities.
Customer oriented, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution.
Analytical and problem-solving skills.
Project management and presentation skills.
Additional Skills:
Cloud Architectures, Cross Domain Knowledge, Design Thinking, Development Fundamentals, DevOps, Distributed Computing, Microservices Fluency, Full Stack Development, Security-First Mindset, User Experience (UX)
What We Can Offer You:
Health & Wellbeing
We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
Personal & Professional Development:
We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
Unconditional Inclusion:
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.