Quantum Corp. (NYSE:QTM) is a proven global expert in data protection and Big Data management. From small businesses to multinational enterprises, more than 50,000 customers trust Quantum to solve their data protection, retention and management challenges. Quantum’s best-of-breed, open systems solutions provide significant storage efficiencies and cost savings while minimizing risk and protecting prior investments. They include: StorNext® data management software and appliances for high-performance file sharing and archiving, vmPROTM solutions for protecting virtual servers, DXi®-Series disk-based deduplication and replication systems for fast backup and restore, and Scalar® tape automation products for disaster recovery and long-term data retention.

Join us- Make a career of it!!!

RESPONSIBILITIES:

• Answer phone support requests from Quantum customers and partners on StorNext and other Quantum data storage software products.
• Provide remote technical support on these products and resolve highly complex issues in a wide variety of technical environments.
• Gather problem descriptions, log files, configuration data, and analyze them in order to determine root cause and find solutions.
• Demonstrate superior technical skills in the analysis of customer problems.
• Get appropriate resources involved to find a quick resolution.
• Communicate with product development teams and escalate support issues as needed.
• Act as liaison between customers and engineering to correct design functionality issues.
• Continuously communicate troubleshooting and resolution finding efforts to customers.
• Ensure customers are satisfied and can be utilized as a positive reference for Quantum.
• Create, review, edit and manage troubleshooting and problem solution information in the CRM call handling system and the corporate knowledge database.
• Participate in product development programs to ensure the inclusion of service support requirements.
• Support beta and pre-release field evaluations of new products or product enhancements.
• Provide input to engineering on serviceability of new products.
• Work independently in a fast paced customer service environment without requiring immediate supervision.
• Provide training on advanced technical issues to other team members.
• Occasionally travel to customer sites in escalation situations.
• Participate in rotating on-call schedule to provide 7x24 support to customers worldwide.

QUALIFICATIONS:

• Degree in Computer Science or similar plus 10 or more years experience in a customer service technical support role.
• Advanced Linux/Unix system administration and troubleshooting skills on multiple Linux/Unix platforms.
• Advanced Microsoft Windows system administration and troubleshooting skills.
• VMware skills are a plus.
• Solid understanding of file system concepts (ufs, NTFS, etc), metadata, and network protocols (nfs, SMB, CIFS, etc). Familiarity with StorNext and/or SAMFS is a plus.
• Ability to read C source code to understand product design and functionality for troubleshooting purposes.
• Ability to analyze core and memory dumps.
• Proficient with debugging tools like kdb, gdb, etc.
• Proficient with shell scripting and shell utilities (vi, grep, awk, sed, find, etc).
• Superior knowledge of fibre channel, iSCSI and SCSI technology, networking and SAN.
• Superior troubleshooting skills.
• Excellent organizational skills.
• Ability to understand customer needs, to “read” the customer and adapt behavior/approach accordingly.
• Ability to multitask between several critical customer situations at the same time.
• Ability to work independently, as well as contributing as a team player.
• Evidence of personal and professional energy and excellence.
• Ability to communicate fluently in English both verbally and written.

Quantum is an equal opportunity employer.