Product Support Engineer

OVERVIEW:

Spectra Logic Corporation is a global leader in data management, data protection and data storage technology. With its focus on data storage innovation for more than 40 years, Spectra helps organizations modernize their IT infrastructures and protect and preserve their data with a broad portfolio of solutions. Spectra’s solutions combine hardware, media, software and services, allowing customers to manage, migrate, store and preserve business data long term, along with features to make data ransomware resilient, whether on premises, in a single cloud, across multiple clouds or in all locations at once.

THE ROLE:

The Product Support Engineering role embraces a leadership role in the Support organization, as the interface between Development Engineering and the System Support Specialist team.  Identifying solutions to complex problems and working throughout the organization to provide a resolution.  Troubleshooting and communication skills are essential, with the ability to create concise action plans for our teams and the customer to understand the path forward. 

The ideal candidate will be self-motivated, with a desire to provide coaching and documentation for the organization through creation/maintaining the Knowledge Base, along with providing group training.

The role also requires a close working relationship with the Escalation Management Team to provide a Subject Matter Expert level of assistance during remote sessions and conference calls.  This can require patience and the ability to explain technical information at various technical levels within the customer organization. 

WHAT YOU’LL BE DOING:

• Work customer incidents and consultations that have been escalated from the Tier 2 team.
• Perform analysis and troubleshooting of Spectra Logic products in customer environments.
  • Includes supporting Service Providers FE’s or Fly-and-Fix
• Identify possible product/service/process quality issues affecting the field and bring them to the attention of the Support Manager(s) and Dev Engineering, via the defined RFA escalation process.
• Take corrective action to provide timely resolution of technical problems affecting customer experience.
• Participate in on-call duties on a rotating basis to provide 24x7 technical and short notice Fly-and-Fix travel to customer sites when required for Spectra onsite support
• Use gathered information to initiate and manage product or process improvements.
• Attend cross-functional meetings geared toward improving product quality, discussing product changes, and prioritizing enhancements and bug fixes.
• Manage and organize the collection, verification, and dissemination of product technical information (specifically the Support Confluence space).
  • Includes collaboration with Tiers to create accurate articles for the Knowledge Base, in addition to creating highly technical content.
• Utilize lab equipment for issue reproduction and testing code releases.
• Follow-up on customer issues with important attention to detail.
• Respectfully collaborate with peer colleagues, the Escalation Management Team and Dev Engineering to resolve issues.

WHAT YOU NEED TO BRING TO THE TABLE:

• Advanced knowledge of Storage Hardware, Backup Applications, Servers, SAN, Windows, Unix/Linux Operating Systems.

• Knowledge of tape drives and disk storage arrays
• Experience with controlling situations with displeased customers, leading to potentially stressful and time-consuming resolution paths of customer issues.

• Ideal candidates will possess excellent troubleshooting skills utilizing logical processes and possess the ability to learn new technical concepts quickly.

• Excellent written and verbal communications skills, strong organizational skills, and creative problem-solving skills.
• Strong interpersonal skills, with ability to communicate at all organizational levels.
• Prior experience in Field service and Technical Call Center Support environment desirable. 
• Good organizational and time management skills, in addition to a positive attitude

IT WOULD BE NICE IF YOU HAD:

• Experience with Samba/FreeBSD/ZFS
• Experience with Java/Python/Ruby/Bash
• Experience with AWS S3

EDUCATION:

• Bachelor’s degree in electrical engineering technology, computer science or an equivalent technical degree

COMPENSATION:

Base salary range: $85,000 to $115,000 annually. While this salary range is a good faith and reasonable estimate, a candidate’s actual salary will be competitive based on a variety of factors including the candidate’s knowledge, skills, experience and location.

BENEFITS:

Spectra provides a casual work environment and a compensation structure that rewards contribution and hard work. Our comprehensive benefits package includes:

• Medical, dental and vision insurance 
•       401K with matching
•       Health Savings Account (HSA) and Flexible Spending Account (FSA) options
•       Short-term and long-term disability insurance
•       Employee Assistance Program
•       Paid vacation, holidays and sick time
•       Educational reimbursement  
•       Hybrid work options 

WHY SPECTRA?

Located in the foothills of the Rocky Mountains in Boulder, Colorado, Spectra is an entrepreneurial, private company with more than 40 years of proven success preserving, protecting and defending the world’s data. We place a high value on our team’s happiness, work/life balance and professional development, so everybody wins – customers included. 

**Spectra is committed to recruiting and retaining a diverse and inclusive workforce. We are proud to be an Equal Opportunity Employer, and we never discriminate against applicants or employees on the basis of gender, age, color, disability, gender identity, gender expression, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other characteristics protected by applicable law.