L2 Support Engineer

Responsibilities: must include but not limited to

Provide remote troubleshooting and analysis assistance for usage and configuration questions
Review diagnostic information to assist in isolation of a problem cause (which could include assistance interpreting traces and dumps)
Identify known defects and fixes to resolve problems
Develops best practice articles and support utilities to improve support quality and productivity
Respond to escalated customer calls, complaints, and queries
The job will require flexible schedule to ensure 24x7 support operations and weekend on-call coverage, including extending/taking shift to cover North America working hours.

Required Technical and Professional Expertise

Following Minimum Experience Are Required For The Role -

Must have worked in at least 6 years on data protection or storage software’s as administrator or solution architect or client server technologies.
Debugging and analysis are performed via the telephone as well as electronically. So candidates must possess strong customer interaction skills and be able to clearly articulate solutions and options. 
Must be familiar with and able to interpret complex software problems that span across multiple client and server platforms including UNIX, Linux, AIX, and Windows. Focus on storage area networks (SAN),network protocols, Cloud, and storage devices is preferred. 
Hands on experience with storage virtualization is a plus.
Candidates must be flexible in schedule and availability. Second shift and weekend scheduling will be required.
Professional experience with Software Support
Excellent communication skills - both verbal and written
Provide remote troubleshooting and analysis assistance for usage and configuration questions

Preferred Personal Skills

Excellent organizational skills
Good analytical and problem solving skills
Ability to work within a team
Strong customer driven focus
Good presentation skills
Ability to listen to clients and understand both situational and technical issues
Focused & Results orientated
Accuracy and attention to details

Preferred Technical And Professional Expertise

At least 2-3 years of in-depth experience with Spectrum Protect or its competiton products in data protection domain
Working knowledge on RedHat, Openshift or Ansible administration will be preferred.
Good in networking and troubleshooting.
Cloud Certification will be added advantage.