The Senior Technical Support Engineer manages a triage of customer support service issues and escalations. The role contributes to efficiency improvements from reducing customer issues to increasing team productivity through product changes and knowledge creation.

The Senior Technical Support Engineer effectively and efficiently handles all levels of technical support calls from basic user questions to issues requiring more in-depth technical and problem-solving skills. Also, the job scope includes independently diagnosing and resolving networking and performance problems with storage server environments.

Job specifics/responsibilities:

• This will mean an even balance of taking complex cases and simpler cases from your vertical specializations and other complex areas of the Nimble Product.
• To be logged into phone queue and available to receive customer calls every day during your shift without management request. You can logout from phones, during the last hour of your shift to wrap-up.
• Regular contributions towards accepting handovers from other regions targeted to EMEA region. This means your participation on accepting warm or cold handovers is visible for the team and management. There is no specific number we can keep you as target, but on average TSE can do 5 to 6 handovers per month.
• Maintain regular focus on all cases and customer escalations, making sure the customer is not waiting on actions from HPE Nimble support. We expect all the cases need to be updated on regular basis, say every 2 to 3 days check on latest status with customer.
• Actively engage in Vertical meetings, provide regular feedback to team on the latest trending issues from your verticals during weekly disseminations.
• Case backlog to be maintained at no more than 25 cases at any given time.
• Contribute to edit/modify existing KCS articles and to develop new KCS articles.

Key deliverables/accountabilities: (key deliverables the employee should be accountable of)

• Contribute to efficiency improvements from reducing customer issues to increasing team productivity through product changes and knowledge creation.
• Effectively and efficiently handle all levels of technical support calls from basic user questions to issues requiring more in-depth technical and problem solving skills.
• Independently diagnosing and resolving networking and performance problems with storage server environments.

Education (degree) and professional experience required:

• 3 - 5+ years' experience providing technical support to end user customers for storage related products including advanced administration issues such as snapshots and replication

Other requirements:

• Fluent in written and verbal English
• Personal skills and qualities:
• Customer oriented, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution
• Excellent oral and written communications skills
• Positive attitude towards team members, customers and partners
• Capable of being self-managed, and a team player, quality conscious, efficient, flexible and eager to share and acquire knowledge.
• Analytical and problem-solving skills
• Project management skills
• Presentation skills
• Time management skills and working with tough deadlines
• Ability to properly maintain technical documentation
• Ability to work with business processes
• Ability to work under pressure
• Ability to handle multiple tasks at the same time and ability to prioritize

Technical skills:

• Outstanding problem-solving skills with good technical knowledge of storage systems and TCP/IP & Inter-Networking in a Linux and or Windows environment
• Should be comfortable filing bugs and working with engineering to articulate problem scenarios for reproducing issues
• Experience with VMWare, Storage, Cisco UCS, ISCSI, Xenserver, HyperV, Open Stack and Fibre Channel.
• Experience with applications like Oracle, Exchange, SQL Server Veam, Back up Exec, and Commvault
• Ability to read backtraces and isolate potential problem areas at varying levels of depth and complexity
• Should be comfortable filing bugs and working with engineering to articulate problem scenarios for reproducing issues.
• Windows domain administration
• Knowledge of Routing and switching
• Storage administration

At HPE, our goal is to provide equal opportunities, flexible work-life balance.