Storage Technical Support Specialist

Lenovo; North Carolina; Híbrido; USD 90.000 - 120.000; Jornada completa

Descripción de la vacante

Lenovo in Morrisville, NC is seeking a highly skilled Storage Technical Support Specialist to deliver advanced enterprise storage support for ThinkSystem DM/DE Series and NetApp ONTAP environments. You will troubleshoot complex hardware and software issues, manage customer escalations, and provide clear, actionable plans to restore service.

The role operates in a 24x7 enterprise support setting with a hybrid schedule.

Formación

• Minimum 3 years of experience in enterprise storage technical support, infrastructure support, or a related technical role.

Responsabilidades

• Provide advanced technical support for Lenovo ThinkSystem DM and DE Series storage solutions.
• Support NetApp ONTAP-based storage environments.
• Troubleshoot and resolve complex storage hardware, software, configuration, connectivity, and performance issues.
• Analyze logs, diagnostics, and performance data to identify root causes and craft action plans for customers and internal teams.
• Own customer cases through troubleshooting, escalation, resolution, validation, and closure.

Conocimientos

Enterprise storage expertise

Customer support

VMware integration

Storage networking

Herramientas

ThinkSystem DM

DE Series

NetApp ONTAP

SANtricity

Descripción del empleo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Job Summary: We are seeking a highly motivated and experienced DE/DM Storage Technical Support Specialist to join Lenovo’s Customer Engagement Center (CEC) Support Team. The successful candidate will provide advanced technical support for customers using Lenovo ThinkSystem DM Series, DE Series, NetApp ONTAP, SAN, NAS, and enterprise storage solutions. This role will be responsible for troubleshooting complex technical issues, managing customer escalations, isolating hardware and software failures, and driving issues through resolution while delivering an exceptional customer experience. You will be part of a highly skilled and versatile team of Technical Support Engineers and Technical Leads responsible for supporting business-critical customer environments. The ideal candidate will apply strong knowledge of enterprise storage technologies, storage networking, operating systems, hardware, firmware, and host integrations to efficiently diagnose and resolve complex storage-related problems. This position plays an important role within Lenovo's 24x7 enterprise support organization and requires strong technical ownership, communication, collaboration, and problem-solving skills.

This is a hybrid role based in Morrisville, NC.

Job Responsibilities

Technical Support Troubleshooting

• Provide advanced technical support for customers using Lenovo ThinkSystem DM Series and DE Series storage solutions.
• Provide technical support for NetApp ONTAP-based storage environments.
• Troubleshoot and resolve complex storage hardware, software, configuration, connectivity, and performance issues.
• Analyze system logs, diagnostic data, configuration information, alerts, and performance information to identify root causes.
• Develop clear and technically accurate action plans for customers and internal support teams.

Storage Administration Configuration

• Support storage installations and configurations involving Direct Attached Storage (DAS), Storage Area Networks (SAN), Network Attached Storage (NAS), Block Storage, File Storage, Object Storage, and NVMe / NVMe-based technologies.
• Troubleshoot storage connectivity and protocol issues involving Fibre Channel, iSCSI, NFS, CIFS / SMB, SAS / SCSI, and NVMe.
• Configure, manage, and troubleshoot volumes, LUNs, storage pools, volume groups, disk groups, RAID, Dynamic Disk Pools (DDP), tiering, thin provisioning, deduplication, compression, snapshots, replication, SnapMirror, and storage encryption.

Performance, Availability Reliability

• Diagnose and tune storage environments to improve performance, availability, and reliability.
• Troubleshoot high-availability configurations, controller failover, redundancy, and multipathing.
• Isolate failures involving storage controllers, drives, shelves, adapters, HBAs, network connectivity, firmware, operating systems, and storage management software.

Customer Case Management

• Provide support for highly technical and sophisticated enterprise customer environments.
• Own customer cases through troubleshooting, escalation, resolution, validation, and closure.
• Maintain clear and timely communication with customers throughout the lifecycle of a technical case.
• Participate in the on-call rotation and provide support for critical customer incidents when required.

Engineering Escalation Collaboration

• Escalate potential product defects, reliability concerns, recurring issues, and software defects to Development Engineering, Product Engineering, and other appropriate engineering teams.
• Document technical findings and provide engineering teams with relevant logs, diagnostics, troubleshooting results, and reproduction information.
• Collaborate with customers, Technical Support Engineers, Advanced Technical Support, Product Engineering, Development Engineering, Field Service, and Service Delivery teams.

Documentation Knowledge Management

• Develop and maintain technical documentation, troubleshooting procedures, knowledge articles, and support best practices.

Basic Requirements

• Minimum 3 years of experience in enterprise storage technical support, infrastructure support, or a related technical role.

Preferred Qualifications

• Bilingual in English and Spanish to help with customer collaboration
• Hands-on experience with Lenovo ThinkSystem DM and DE Series storage platforms and comparable enterprise storage technologies.
• Strong knowledge of NetApp ONTAP, DE Series architecture, and SANtricity System Manager administration and troubleshooting.
• Experience supporting block, file, object, and NVMe/NVMe-oF storage environments.
• Experience configuring and managing LUNs, volumes, storage pools, volume groups, RAID, Dynamic Disk Pools (DDP), and multipathing.
• Strong understanding of SAN, NAS, DAS, Fibre Channel, iSCSI, NFS, and CIFS/SMB protocols and environments.
• Experience supporting high-availability architectures, controller failover, takeover/giveback, replication, and redundant storage solutions.
• Knowledge of storage optimization technologies including snapshots, SnapMirror, thin provisioning, deduplication, compression, tiering, and encryption.
• Experience with storage performance analysis and troubleshooting, including latency, throughput, IOPS, controller utilization, and disk performance.
• Experience integrating and supporting storage with VMware, Windows Server, Linux, and enterprise operating systems, including storage networking and connectivity troubleshooting.
• Strong analytical, documentation, communication, and customer service skills, with the ability to independently manage complex technical issues in a geographically distributed environment; relevant storage, cloud, VMware, Microsoft, Linux, or SNIA certifications and English/Spanish proficiency are a plus.

Other Requirements

• Rotating shifts may be required.
• Weekend and holiday coverage may be required.
• Participation in an on-call rotation may be required.
• Position operates under Lenovo's 3:2 hybrid work schedule, based on applicable site requirements.
• Specific shift assignments will be determined based on location and business coverage requirements.
• English required; Bilingual Spanish preferred.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.