L3 Technical Support Engineer – JBOD/JBOF Storage Systems

The Level 3 Technical Support Engineer serves as a senior escalation point for customers and partners experiencing complex issues with JBOD (Just a Bunch of Disks), JBOF (Just a Bunch of Flash), and related storage solutions. This role provides advanced troubleshooting, drives cases to resolution, and ensures the highest level of customer satisfaction through expert technical support delivered via phone, email, and remote sessions. 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Provide exceptional Level 3 technical support to customers and partners for JBOD/JBOF and enterprise storage systems via phone, email, and Sales Force Ticket system communication.  
• Guide customers through step-by-step troubleshooting procedures to resolve technical issues efficiently. 
• Create, manage, and resolve Level 3 support cases, ensuring timely resolution within specified SLAs. 
• Document customer interactions and technical issues. 
• Diagnose and resolve complex hardware and software issues, including RAID, storage interfaces, and connectivity problems. 
• Escalate unresolved issues to engineering teams, collaborating to determine root causes and implement solutions. 
• Perform deep technical troubleshooting, issue duplication, bug filing, and confirmation of problem resolution. 
• Deliver product support training to internal and external teams. 
• Author and maintain knowledgebase articles based on resolved cases and customer interactions. 
• Educate customers on best practices for storage system setup, maintenance, and performance optimization. 
• Participate in on-call support rotations, including evenings, weekends, and holidays as needed. 
• Attend meetings, trainings, and occasional customer site visits as required.