Technical Support Engineer – Storage, Networking, Systems & Virtualization

Become a part of a global team working to revolutionize the enterprise storage and backup and disaster recovery experience

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##### Technical Support Engineer – Storage, Networking, Systems & Virtualization

Location

: Remote, Pacific Time 8 to 5 PM USA

Job Type

: Full-time

Compensation

: Competitive salary + Benefits

Key Responsibilities

* Technical Support & Troubleshooting: * + Provide expert technical support for StoneFly’s storage, networking, systems, and virtualization products, resolving client issues efficiently and professionally. + Troubleshoot a wide range of technical issues, including hardware, software, networking, and virtualization problems. + Ensure prompt resolution of customer-reported issues through phone, email, or remote support tools. * Problem Resolution: * + Diagnose complex technical problems related to SAN, NAS, server systems, networking configurations, and virtualization environments (VMware, Hyper-V, etc.). + Provide timely and accurate solutions or workarounds for technical problems while ensuring high customer satisfaction. + Escalate critical issues to senior engineers or development teams when necessary, maintaining open lines of communication with customers. * Customer Training & Guidance: * + Assist customers with configuring, installing, and deploying StoneFly products, ensuring optimal performance and system compatibility. + Educate customers on best practices for managing their storage, networking, and virtualization environments. + Conduct training sessions and provide technical documentation to empower customers in using StoneFly solutions. * Collaboration with Internal Teams: * + Work closely with the engineering, sales, and development teams to provide feedback on product performance, features, and potential improvements. + Collaborate with the quality assurance team to reproduce, analyze, and resolve customer-reported bugs and issues. * Product Expertise: * + Stay current on StoneFly products and industry trends, including advancements in storage, networking, virtualization, and cloud technologies. + Act as a subject matter expert, guiding customers through the technical intricacies of integrating StoneFly solutions into their infrastructure.

Required Qualifications

• Proven experience in technical support, ideally within the storage, networking, or virtualization sectors.
• Strong knowledge of storage systems (SAN, NAS), networking technologies (IP, Ethernet, etc.), server systems, and virtualization platforms (VMware, Hyper-V, etc.).
• Ability to troubleshoot complex issues in a fast-paced, customer-focused environment.
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Experience using remote diagnostic tools and ticketing systems to manage support cases.

Preferred Qualifications

• Certifications in relevant technologies such as VMware, Microsoft, Cisco is plus
• Experience with cloud storage solutions and data backup/recovery processes.
• Familiarity with StoneFly products and solutions is a plus.

What StoneFly Offers

• Competitive salary with opportunities for professional development and growth.
• Comprehensive benefits package, including health, dental, and retirement plans depending on your location.
• A dynamic work environment with the chance to work on cutting-edge technologies in storage, networking, and virtualization.

*StoneFly has been at the forefront of the most advanced and lasting technologies such as iSCSI, fibre channel, object, scale out NAS, hyperconverged, HyperScale, and cloud.*

*This is your chance to join us as we continue our journey.*