Senior Storage Support Engineer (24x7)

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

Job summary

Hitachi Vantara is seeking a Senior Technical Support Specialist for Storage to join our global 24x7 support team. You will provide expert Level 2 support for Hitachi storage products, coordinate with field service, and manage escalations to deliver outstanding customer outcomes.

You will lead knowledge sharing, deliver trainings, and contribute to improvements in support processes while liaising with vendors and internal colleagues across regions.

Qualifications

• Experience providing Level 2/3 technical support for storage solutions.
• Ability to coordinate with internal teams and external vendors.
• Strong communication and problem-solving skills.

Responsibilities

• Level 2 specialist support to Hitachi Vantara customers and field service teams.
• Lead resolution of hardware/software configuration problems and product failures.
• Manage problem and customer situations and escalate as needed.
• Communicate critical case status to customers and stakeholders.
• Own and manage support cases and escalations.
• Help improve corporate standards for delivery to support services.
• Document unknown resolutions and update knowledge articles.
• Deliver training/workshops and develop technical skills of team members.
• Participate in projects to enhance Hitachi’s customer success.

Skills

SAN storage

Level 2 support

Escalation management

Vendor liaison

Training delivery

Tools

Hitachi storage systems

Brocade SAN

Cisco SAN

Job description

Hitachi Vantara is seeking a Senior Technical Support Specialist for Storage to join our global 24x7 support team. You will provide expert Level 2 support for Hitachi storage products, coordinate with field service, and manage escalations to deliver outstanding customer outcomes.

You will lead knowledge sharing, deliver trainings, and contribute to improvements in support processes while liaising with vendors and internal colleagues across regions.