Technical Support Engineer – Storage, Networking, Systems & Virtualization

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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.