Product Support Engineer - Tier 3

OVERVIEW:

Spectra Logic Corporation is a global leader in data management, data protection and data storage technology, providing compelling solutions that preserve, protect and defend data at scale. With its focus on data storage innovation for more than 40 years, we are expanding our reach from storage infrastructure to cloud integrated data management.

Reporting to the Manager of Support Engineering, you will be a leader in Spectra’s Support organization, acting as an interface between Development Engineering and the System Support Specialist team. You will be called upon to identify solutions to complex problems and work with teams throughout the organization to provide resolutions. You will be a subject matter expert, working closely with the Escalation Management Team to provide assistance during remote sessions and conference calls. Troubleshooting and communication skills are essential, as well as the ability to explain technical information to customers with various technical levels and create clear, concise action plans for our teams and customers. 

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.

WHAT YOU’LL BE DOING: 

• Handling customer incidents and consultations that have been escalated from the Tier 2 team.

• Traveling to customer sites to perform analysis on and troubleshoot Spectra’s products in customer environments as well as performing preventative maintenance tasks.

• Implementing corrective actions that provide timely resolution of technical problems affecting the customer experience 

• Respectfully collaborating with peer colleagues, the Escalation Management Team and Development Engineering to resolve issues.

• Utilizing lab equipment for issue reproduction and testing code releases

• Participating in on-call duties on a rotating basis to provide 24x7 technical and traveling to customer sites on short notice when onsite support is needed (Fly-and-Fix)

• Identifying possible product/service/process quality issues affecting the field and bringing them to the attention of the Support Managers and Development Engineering

• Gathering information to initiate and manage product or process improvements

• Attending cross-functional meetings focused on improving product quality, discussing product changes and prioritizing enhancements and bug fixes

• Managing and organizing the collection, verification and dissemination of product technical information (specifically the Support Confluence space)

• Collaborating with other Support Tiers to create accurate articles for the Knowledge Base, in addition to creating highly technical content

WHAT YOU NEED TO BRING TO THE TABLE: 

• Bachelor’s degree in Electrical Engineering, Computer Science or other technical field

• At least 4 years of experience providing technical support in field service and/or technical call center support environment or equivalent experience

• 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 upset customers, leading to potentially stressful and time consuming resolution paths of customer issues

• 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

• Strong time management skills and a positive attitude 

• Ability to work on multiple projects while adapting to shifting priorities.

IT WOULD BE NICE IF YOU HAD: 

• Experience with Samba/FreeBSD/ZFS 

• Experience with Java/Python/Ruby/Bash

• Experience with AWS S3

TRAVEL:
Up to 30%. Travel to customer sites on short notice may be required under Spectra’s Fly and Fix program.

COMPENSATION:

Base salary range: $85,000 to $105,000 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. Spectra offers a challenging, flexible and creative work environment. Our culture is one that drives personal opportunity and advancement and rewards high performance while maintaining a high-quality work-life balance. We offer a casual, hybrid work environment with ample opportunity to learn and grow within the company.

APPLICATION DEADLINE:

Spectra anticipates the application window closing approximately 30 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require Spectra to shorten or extend the application window.

PRIVACY:

By applying for this position, Spectra’s Privacy Notice for Job Applicants will apply to the processing of your data.

SPECTRA IS AN EQUAL OPPORTUNITY EMPLOYER

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 age, color, disability, gender, 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.