Technical Services Engineer III

Technical Support Specialist  III (Support L3)

Position Overview

Your position will be that of aTechnical Support Specialist III. Your responsibilities will include, but are not limited to:

Primary Responsibility:
Assist customers in resolving issues arising from new and existingSuperna Eyeglass product deployments. You are required to work well with customers, document and translate customer problem statements, and perform root cause analysis to resolve or workaround customer issues.

The software solution focuses on aData Protection Suite forDell EMC Isilon NAS-based clusters,VAST,Qumulo, andAWS, including Disaster Recovery, Security, and Auditing modules.

Superna’s customers are global, so flexible working hours are mandatory. This role is remote-based inNorth America.

Role and Responsibilities

Assist customers with issues arising from new and existingSuperna Eyeglass deployments. Responsibilities include:

1. Customer Support
   
   

   • Respond to customer requests within prescribed SLA:

     • Provide written responses.

     • Schedule and attend remote troubleshooting sessions.

   • Follow published support processes:

     • Review and understand policies and procedures.

     • Pass bi-yearly internal process tests.

2. Product Knowledge
   
   

   • Review Level 1 responses for consistency with product documentation.

   • Assess and correct customers' use cases and product feature applications.

3. Customer Engagement
   
   

   • Host failover support calls and address objections while de-escalating customer concerns.

   • Ensure customer responsibilities and policies are clearly communicated.

4. Documentation and Testing
   
   

   • Test and document product use cases as requested by Product Management.

   • Create documentation to assist team members with issue resolution.

5. Team Support
   
   

   • Ensure Level 1 and Level 2 teams follow processes correctly through case reviews and monitoring.

   • Provide one-on-one or group assistance to support team members.

6. Technical Knowledge Maintenance
   
   

   • Maintain architectural knowledge of product components and interworking modules.

   • Understand data flows, API dependencies, diagnostic logs, and tools.

7. Issue Resolution
   
   

   • Perform Level 1, 2, and 3 support for customer issues:

     • Level 1: Basic, documented issues requiring no investigation.

     • Level 2: Advanced log/configuration reviews, DNS/AD assessments.

     • Level 3: Recreate customer environments in lab settings and escalate to the design team if necessary.

8. Escalations and On-Call Duty
   
   

   • Act as an escalation point for Level 1 and Level 2 team members.

   • Provide on-call escalation support during evenings and weekends, 1 week per month, with additional compensation.

9. Cross-Team Collaboration
   
   

   • Assist Installation and Services teams during service delivery.

   • Participate in post-mortem calls with Dell EMC and customer management.

Skills and Expertise

• Troubleshooting: Advanced diagnostic and root cause analysis skills.

• Scripting: Knowledge of Python, PowerShell, or Bash.

• Virtualization & Cloud: Familiarity with VMware, AWS, Azure, and Google Cloud.

• Networking: Expertise in protocols, firewall configurations, and security best practices.

• Operating Systems: Proficiency in Windows Server, Linux, and other specialized systems.

• Storage Technologies: Knowledge of SAN, data replication, and business continuity.

• Leadership: Guide and mentor L2 technicians.

• Communication: Exceptional written and verbal skills for internal and customer interactions.

Deep Knowledge Areas

• Superna Eyeglass Data Protection Suite

  • Complete certification labs, courses, and exams.

• Technologies:

  • Linux, NAS, HDFS, AD, Windows, DNS, NFS, CIFS, Docker/Containers, Storage Technologies.

Advancement Criteria

• Support Process Expertise: Mastery in processes and ability to identify improvements.

• Leadership: Strong communication and decision-making skills for escalations.

• Troubleshooting: Outstanding ability to resolve issues with minimal investigation.

• Customer Management: Proficiency in handling customer escalations and satisfaction issues.

• Collaboration: Engage in post-incident reviews and improve support processes.

Reporting

This role reports to theManager of Global Escalations