Technical Support Engineer

Quantum; Kuala Selangor; On-site; MYR 60,000 - 90,000; Full time

Job summary

Quantum in Malaysia seeks a technically skilled Storage Support Engineer to act as SME for unstructured data management and media workflows. You will guide solution implementation, ensure performance, and work with engineering to feedback improvements.

You will interact directly with customers and partners to understand needs and deliver innovative storage solutions across market verticals. Ideal candidates have 2+ years in tech support, strong storage knowledge including NAS/VTL, and

Qualifications

• Must be proficient in both spoken and written English.
• Degree in Computer Science or equivalent with 2+ years in Tech-support.
• Strong knowledge of enterprise storage solutions and customer needs.
• Experience with Primary, Secondary and Hybrid Storage technologies.
• Strong knowledge of M&E technologies, workflows, and applications.
• Strong skills in Data Protection, Backup, Recovery, Data Preservation and Archival methodologies.
• Detail-oriented with effective multitasking.
• Experience working independently and in a team.
• Creative approach and design of solutions.
• Direct experience with data storage, specifically VTL and NAS.
• Experience with NetApp/LSI is a plus.
• Experience with UNIX system administration and troubleshooting on multiple UNIX platforms - Solaris.
• HPUX, AIX and particularly LINUX. High level Microsoft Windows system administration and troubleshooting are a plus.
• Experience with replication and de-duplication technologies is a plus.
• High level Microsoft Windows system administration and troubleshooting are a plus.
• Familiar with VMware and VCP certification is a plus.
• Knowledge of fiber channel, iSCSI and SCSI technology, networking, and SAN.
• Familiar with backup applications such as EMC Networker or Veritas NetBackup/Backup Exec or CommVault is a plus.
• Ability to understand customer needs to "read" the customer and adapt behavior/approach accordingly.

Responsibilities

• Serve as subject matter expert and provide guidance on solution implementation for Quantum storage and media workflows.
• Demonstrate interpersonal skills and troubleshooting when documented procedures fail.
• Isolate problems to product, ecosystem, or backup hosts/software and feedback to engineering.
• Engage with customers to understand needs and build relationships; collaborate with partners.
• Prioritize exceptional customer experiences and drive business outcomes with innovative solutions.
• Lead design of innovative storage solutions across defined market verticals.
• Be a role model of professionalism, teamwork, energy, and high standards.
• Ensure customers are satisfied and can reference Quantum positively after timely resolutions.

Skills

English proficiency

UNIX/Linux administration

Windows administration

Troubleshooting

Storage knowledge

Backup/Recovery concepts

Detail-oriented

Independent & team work

Creative solution design

VTL/NAS experience

VMware familiarity

Customer-focused communication

Education

Degree in Computer Science or equivalent

Tools

NetApp

LSI

EMC Networker

Veritas NetBackup

Backup Exec

CommVault

VMware

Job description

• Serve as a subject matter expert and technical support on Quantum solutions, focusing on the challenges and complexities of managing the tsunami of unstructured data, associated technical workflows and the intricacies of media workflows. Provide guidance on solution implementation and ensure optimal performance.
• Demonstrates excellent interpersonal skills, effective listening, demonstrates logical trouble shooting techniques when documented procedures fail to resolve the issue, concern with quality deliverables and appropriate sense of urgency in fulfilling customer requirements.
• Able to isolate problems to the product, ecosystem, or backup hosts/software. Work closely with product engineering, providing feedback for solution improvement.
• Engage directly with customers to understand needs, address inquiries, and build relationships. Collaborate with partners, providing enablement and ensuring alignment with Quantum's solutions.
• Prioritize exceptional customer experiences, driving business outcomes through innovative solutions. Build strong relationships with customers, partners, and internal teams.
• Lead the design of innovative storage solutions across defined market verticals, leveraging the full Quantum product portfolio. Align solutions with customer outcomes, industry best practices, and market trends.
• Serves as role model of professionalism by promoting teamwork, demonstrating characteristics such as positive attitude, high energy and establishing high standards of personal performance and ethical conduct.
• Ensures customers are satisfied and can be utilized as a positive reference by timely resolution of problems and frequent contact.

Key Responsibilities

• Serve as a subject matter expert and technical support on Quantum solutions, focusing on the challenges and complexities of managing the tsunami of unstructured data, associated technical workflows and the intricacies of media workflows. Provide guidance on solution implementation and ensure optimal performance.
• Demonstrates excellent interpersonal skills, effective listening, demonstrates logical trouble shooting techniques when documented procedures fail to resolve the issue, concern with quality deliverables and appropriate sense of urgency in fulfilling customer requirements.
• Able to isolate problems to the product, ecosystem, or backup hosts/software. Work closely with product engineering, providing feedback for solution improvement.
• Engage directly with customers to understand needs, address inquiries, and build relationships. Collaborate with partners, providing enablement and ensuring alignment with Quantum's solutions.
• Prioritize exceptional customer experiences, driving business outcomes through innovative solutions. Build strong relationships with customers, partners, and internal teams.
• Lead the design of innovative storage solutions across defined market verticals, leveraging the full Quantum product portfolio. Align solutions with customer outcomes, industry best practices, and market trends.
• Serves as role model of professionalism by promoting teamwork, demonstrating characteristics such as positive attitude, high energy and establishing high standards of personal performance and ethical conduct.
• Ensures customers are satisfied and can be utilized as a positive reference by timely resolution of problems and frequent contact.

Knowledge & Skills Requirements

• Must be proficient in both spoken and written English.
• Degree in Computer Science or equivalent educational qualification with 2+ years of experience in a Tech-support role.
• Strong knowledge in enterprise storage solutions and customers.
• Experienced in Primary, Secondary and Hybrid Storage technologies.
• Strong knowledge of M&E technologies, workflows, and applications.
• Strong skills in Data Protection, Backup, Recovery, Data Preservation and Archival methodologies
• Highly detail-oriented with effective multitasking.
• Experience working both independently and, in a team-oriented, collaborative environment.
• Creative approach and design of solutions.
• Direct experience with data storage, specifically VTL and NAS products.
• Experience with NetApp/LSI is a plus.
• Has some experience in UNIX system administration and troubleshooting skills on multiple UNIX platforms - Solaris.
• HPUX, AIX and particularly LINUX. High level Microsoft Windows system administration and troubleshooting are a plus.
• Experience with replication and de-duplication technologies is a plus.
• High level Microsoft Windows system administration and troubleshooting are a plus.
• Familiar with VMware and VCP certification is a plus.
• Knowledge of fiber channel, iSCSI and SCSI technology, networking, and SAN.
• Familiar with backup applications such as EMC Networker or Veritas NetBackup/Backup Exec or CommVault is a plus.
• Ability to understand customer needs to \"read\" the customer and adapt behavior/approach accordingly.

Professional Qualities

• Fast-paced multitasker with attention to detail.
• Strong work ethic and effective presentation skills.
• Ability to follow through with tasks on time completion.
• Ability to delegate tasks effectively with close follow-up.
• Demonstrates leadership qualities consistently.
• Effective resource utilization.