Senior Data Storage Support Lead

Hitachi Vantara Corporation; Sydney; On-site; AUD 110,000 - 160,000; Full time

Job summary

Hitachi Vantara is seeking a Senior Support Specialist to provide in-depth, specialized support for customers addressing solutions challenges across Hitachi products and integrations. You will interact with internal and external stakeholders and act as a central contact for escalations from level 1 to higher levels.

As part of a global 24x7 support team, you will guide the development of junior staff, document unknown resolutions, and contribute to knowledge articles while delivering training

Qualifications

• Experience with enterprise storage products and integrations.
• Ability to work with internal escalations up to level 3.
• Excellent communication with stakeholders.

Responsibilities

• Level 2 specialist support to customers and field teams.
• Leading resolution of technical support issues including hardware/software configuration problems, product failures, and technical inquiries that include escalations internal to Hitachi as well as to external parties.
• Perform problem and customer situation management, elevate to the necessary next levels of support
• Communicating critical case status to customer and stakeholders within Hitachi
• Ownership and management of support cases and associated escalations.
• Adhere to and help improve corporate standards and processes for delivery to support services.
• Contribute to Hitachi Knowledge by documenting unknown resolutions and updating existing articles with newfound or discovered information.
• Deliver training/workshops and lead technical support team members to ongoing development of technical skills.
• Participate in team projects that enhance the effectiveness of Hitachi’s customer success.

Skills

Technical support

Escalation management

Customer communication

Storage systems

Job description

Hitachi Vantara is seeking a Senior Support Specialist to provide in-depth, specialized support for customers addressing solutions challenges across Hitachi products and integrations. You will interact with internal and external stakeholders and act as a central contact for escalations from level 1 to higher levels.

As part of a global 24x7 support team, you will guide the development of junior staff, document unknown resolutions, and contribute to knowledge articles while delivering training