SW Product Support Engineer

Quantum; Kuala Selangor; On-site; MYR 75,000 - 90,000; Full time

Job summary

A technology company specializing in data solutions is seeking a technical support engineer to provide remote technical assistance for its Big Data products. Candidates should have a degree in Computer Science and at least 5 years of experience in customer service technical support. Proficiency in Linux/Unix and Windows administration, as well as strong problem-solving skills, are essential for this role. This position offers an APAC shift with the opportunity for continuous learning and collaboration with a dynamic team.

Qualifications

• 5+ years of experience in a customer service technical support role.
• Solid understanding of file system concepts and network protocols.
• Excellent organizational skills and ability to multitask.

Responsibilities

• Answer technical support requests on Quantum's Big Data products.
• Provide remote technical support and resolve complex issues.
• Communicate with product teams to escalate support issues.

Skills

Advanced Linux/Unix system administration

Advanced Microsoft Windows system administration

Customer service skills

Problem analysis

Shell scripting

Education

Degree in Computer Science or similar

Job description

About Quantum

With over 40 years of innovation, Quantum's end-to-end platform is uniquely equipped to orchestrate, protect, and enrich data across its lifecycle, providing f intelligence and actionable insights. Leading organizations in cloud services, entertainment, government, research, education, transportation, and enterprise IT trust Quantum to bring their data to life, because data makes life better, safer, and smarter. Quantum is listed on Nasdaq (QMCO) and the Russell 2000 Index. For more information visit www.quantum.com.

The SPS Team is a group of technical support engineers located across the different geographies who provide world-class technical support to our customers. We strive to provide a customer focused, single point of contact for Quantum software issues, providing customers real value through ownership and prompt and friendly support. We are a team of subject matter experts who thrive in a creative and collaborative environment.

Job Summary

In this position you solve complex high-tech problems on leading edge technology in the data storage space. You’ll be working with some of the largest Broadcast, Data Center and Government customers in the world, together with an international team of passionate experts.

Job Duties

• Answer technical support requests from Quantum customers and partners on Quantum's Big Data products, including StorNext Software, StorNext Appliances, Lattus Object Storage, Q-Series Disk Arrays and other Quantum products.
• Provide remote technical support on these products and resolve highly complex issues in a wide variety of technical environments.
• Gather problem descriptions, log files, configuration data, and analyze them in order to determine root cause and find solutions.
• Get appropriate resources involved to find a quick resolution.
• Communicate with Product Sustaining and Development teams and escalate support issues as needed.
• Continuously communicate troubleshooting and resolution finding efforts to customers.
• Create, review, edit and manage troubleshooting and problem solution information in the CRM call handling system and the corporate knowledge database.
• Participate in product development programs to ensure the inclusion of service support requirements.
• Support beta and pre-release field evaluations of new products or product enhancements.
• Provide input to engineering on serviceability of new products.
• Work independently in a fast-paced customer service environment without requiring immediate supervision.
• Provide training on advanced technical issues to other team members.
• Working Hours: APAC Shift 8.00AM to 5.00PM
• Participate in rotating on-call schedule to provide 7x24 support for customers worldwide.
  
  

Job Requirements

• Degree in Computer Science or similar 5+ or more years’ experience in a customer service technical support role.
• Advanced Linux/Unix system administration and troubleshooting skills on multiple Linux/Unix platforms.
• Advanced Microsoft Windows system administration and troubleshooting skills.
• Extensive Apple knowledge/skills is a plus.
• Solid understanding of file system concepts (ufs, NTFS, etc), metadata, and network protocols (nfs, SMB, CIFS, etc). Familiarity with StorNext is a plus.
• Proficient with shell scripting and shell utilities (vi, grep, awk, sed, find, etc).
• Superior knowledge of fibre channel, iSCSI and SCSI technology, networking and SAN.
• Familiarity with FC and LAN switches.
• Excellent organizational skills.
• Ability to understand customer needs, to “read” the customer and adapt behaviour/approach accordingly.
• Ability to multi-task between several critical customer situations at the same time.
• Ability to work independently, as well as contributing as a team player.
• Evidence of personal and professional energy and excellence.
• Ability to communicate fluently in English both verbally and written.