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Technical Support Engineer

Bengaluru, KA
Job Code:
  • IT
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Job Details

Essential Functions- Receive, analyze and resolve customer support requests with customers using expert troubleshooting methodology and technique- Communicate with customers proactively and effectively regarding all issues; create strong problem statements, gain customer agreement including operational impacts, and drive total customer satisfaction with problem resolution and product.- Leverage internal technical expertise, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.- Create new knowledge base articles to capture new learnings for re-use by other folks internal and external to the company.- Develop and conduct technical training to other Tegile, customer, or partner employees. These may be delivered via formal training, brown bags, webinars, or on-line sessions.- Analyze customer calls to identify product problems in the field and recommend strategies.- Participate in product testing to assist in the new product release process.Job Requirements- Exceptional communication skills required no exceptions. Must be able to deal with highly technical and non-technical customers with equal grace, using both verbal and written communication skills. Confidence balanced with empathy when dealing with difficult situations or conflict also expected.- The qualified candidate will have experience in sizing, performance analysis, and troubleshooting of data storage systems, appliance experience is a plus.- A strong understanding of complex concepts related to SAN and NAS storage, Operating systems (Unix and Windows), CPU/memory architectures and Disk/RAID systems.- The ability to diagnose complex problems and deliver analyses of root causes across a stack of complex applications, OS, Network switching and storage elements.- Must have experience providing technical support on SAN and NAS products- Working knowledge of popular hypervisors such as VMware, Xen and Hyper-V highly desirable- Expertise in VMware, Microsoft products, ZFS, Citrix, and/or Cisco, UCS preferred
Additional Degree: BE/ B.Tech (Engineering)

Experience: 5-10


Customer Support | H/W Installation/Maintenance | Network Planning
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