Rackspace

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SAN Storage Engineer I - US

SAN Storage Engineer I - US

Req # 
36927
Location(s) 
US-TX-Austin
Category 
Networking

Job Overview

Overview & Responsibilities

A Block Storage Engineer is a key element within the support infrastructure and is expected to provide a high level of technical support to Rackspace-customers.

 

As a Block Storage Engineer, you will be the owner and or subject matter expert responsible for complex customer issues until resolution. The Block Storage Engineer applies best practices and problem-solving techniques to identify the source of problems; while simultaneously keeping the customer informed. A Block Storage Engineer maintains, diagnoses, and administers a customer’s environment on various platforms. A Block Storage Engineer is expected to use initiative and advise the customer on potential issues they may experience, to better serve the stability and security of the customer’s environment.

 

A Block Storage Engineer creates and maintains customer loyalty by serving customers above and beyond their expectations, and will exercise ethical judgment in decision making in order to routinely deliver FANATICAL customer support.

 

 

Key Accountabilities

 

  • To provide the highest level of Storage Technical support
  • Create and maintain customer loyalty by serving customers above and beyond their expectations
  • Exercise judgment in decision making in order to routinely deliver FANATICAL support to customers
  • Take ownership of issues until resolution
  • Responsible for solving customer's technical issues
  • Support customers primarily via phone and tickets

Key Performance Indicators

 

  • Customer rating on work done
  • Quality of Ticket Reviews

 

On a daily basis, a Block Storage Engineer, will come in contact with various team members, other departments within the company and various customers through our phone and ticketing system. This contact will allow the engineer to resolve customer issues and get feedback on solving customer issues while supporting other engineers & admins through knowledge sharing and team work in order to better drive issue resolution, take an active role in process change and contribute to the success of the business.

 

Additionally, a Block Storage Engineer will come in contact with company vendors on an as needed basis to manage aspects of Product Life Cycle, as well as to escalate complex issues.

 

 

 

Qualifications

 

Level-appropriate knowledge of and/or professional experience with:

 

  • Basic knowledge and understanding of troubleshooting, testing, and performance tuning in Storage platforms
  • Strong technical knowledge in technology troubleshooting methodologies, design, and implementation
  • Basic knowledge of Storage best practices for current HyperV, VMware, Windows and Linux operating systems, Files systems, SQL, MySQL, Oracle, and Exchange
  • Strong working knowledge of Storage concepts and technologies
  • Hands on experience with CLARiiON (CX4, VNX5100 – 7600 block/unified), VMAX 20k/40k storage Arrays and Brocade Fiber Channel Switches required
  • Ability to provide FANATICAL support

 

Personal:

 

  • Strong attention to detail, and time management skills
  • Strong written, verbal and interpersonal skills along with the ability to respond effectively under pressure
  • Creative and collaborative team player
  • Has strong problem solving & analytical skills along with the ability to resolve problems in a timely manner
  • Strong multi-tasking, ownership and follow-up skills
  • Minimum 4 years of information systems experience or system administration (which includes Block Storage and Fiber Channel switch experience) experience indicating a good understanding of Storage technology
  • Minimum 3 years experience in a customer service oriented position
  • EMC or Brocade certifications preferred
  • Bachelor’s degree or relevant experience