Technical Support Engineer Field L3 - Remote

Overview

The Technical Support Engineer Field L3 position focuses on providing high-level technical support and solutions for Fibre Channel networking and storage area networks, requiring expertise in troubleshooting and customer communication.

In Short

• Provide contractual Premier Service Deliveries to customers.
• Act as a technical escalation point for L2/L3 TAC, Field, and Sales Teams.
• Travel to customer locations for fault isolation and diagnosis.
• Work closely with engineering for case resolution.
• Document customer issues and troubleshooting steps.
• Understand and resolve customer issues related to networking technologies.
• Create Root Cause Analysis documents for resolved issues.
• Assist in improving support team processes and procedures.
• Work collaboratively as part of a global team.
• Meet department and individual goals for service requests.

Requirements

• BS or MS degree in Electrical/Computer Engineering.
• 8+ years of experience in a Technical Support Environment.
• In-depth knowledge of networking technologies and protocols.
• Understanding of SNMP monitoring and management.
• Excellent knowledge of Windows and Linux/UNIX servers.
• Knowledge of Internet Protocol (IP) and Rest APIs.
• Experience with Python and scripting.
• Strong problem-solving and troubleshooting skills.
• Excellent verbal and written communication skills.
• Ability to work cooperatively as a teammate.

Benefits

• Opportunity to work in a global technology leader.
• Engage with cutting-edge technologies in networking and storage solutions.
• Flexible working conditions including remote work.
• Professional development and growth opportunities.
• Collaborative work environment with a focus on team success.