Curvature Support Engineer in Hudson, Massachusetts

Support Engineer

Engineering

Hudson, Massachusetts

The EMC Isilon Product Support Engineer serves as a focused member of the Technical Support organization, responsible for several very important functions within the support group:

  • Research, develop, and implementation of EMC Isilon hardware/software service support. Hardware: ALL EMC Isilon based storage arrays. Also, all SAN switches.

  • Engaged directly on projects (hands on) as needed to provide direction field support and deliver support documentation, white papers, and technical service documentation to SMS field service staff.

  • Software/ Applications: EMC InsightIQ, Smartpools, SmartQuotas, SmartConnect, SnapShot IQ, vCenter, SmartDeDupe, SyncIQ, SmartLock and other related applications.

The EMC Isilon Product Support Engineer will mentor Field Engineers as crucial to our maintenance service offerings and to the success of the EMC Isilon platform service operations company wide. The EMC PSE should be the "upper crust" of hardware/software field engineering staff within a specified platform and have shown a high degree of success with timely, and accurate, problem resolution.?

Must Requirements (including any physical requirements):

The EMC Isilon Product Support Engineer is required to lead global technical support for EMC Isilon hardware/software support operations, technical sales, and training development for the overall field organization.

The breadth and background of this role are part of the keys to success. The Product Support Engineer is required to support the organizations within Curvature in the following manner:

Technical Support :

  • A Support Engineer provides additional levels of technical expertise and experience to supplement the support team's and local field staff's technical ability as they perform their duties in the field and in the office

  • Work on daily EMC Isilon escalations from the field and have the ability to multitask on multiple escalations when needed.

  • An SE the highest level of technical escalation for platforms assigned.

  • An SE reviews new equipment for maintainability to insure that our field and support staff can obtain the resources required, and necessary, to maintain the equipment under contract i.e. manuals, training, parts, equipment etc.

  • Assists remote offices in the ramp up of large customer sparing preparations as well as assisting in the evaluation, and installation of spare hardware after the acquisition of new hardware maintenance contracts.

  • Occasionally involved in highly complex site audits and ramp up of new technology to provide training required for maintenance.

  • Investigates Curvature's ability to deliver "Call Home", remote notification, or remote monitoring.

  • Investigate innovative methods to enhance service delivery

Sales Support:

  • Reviews sales proposals for potential issues i.e. firmware levels, patch issues, additional hardware requirements and compatibility issues.

  • Interfaces with customers in sales related activities, conference calls, technical assessment meetings, and provide support for sales meetings during contract negotiations etc.

  • Attends follow up sales meetings on service performance reviews.

  • Works with Logistics to assist in the acquisition of parts for sparing, associated parts definition, and researching compatibility of parts, as well as assessing probability of failure.

  • Assesses feasibility of customer requests.

Training:

  • Develops and delivers internal training classes to the greater Curvature Engineering community. These classes are designed to reduce training costs company wide, and facilitate successful service at the global level.

  • Evaluates OEM and third party training classes for content and value; as well as provide recommendations to regional service management on minimum training requirements necessary to provide service on specific OEM platforms.

  • Develops tools, and content, within corporate intranet to automate technical tip submission and possible archiving of previously submitted technical tips.

Experience :

  • A background in Engineering, Service and Support is a requirement; however experience in direct field service is not required, but preferred.

  • Interface directly with Customers high-level crisis escalation Management teams.

  • In depth background in break/fix hardware service experience on EMC Isilon Systems and Peripherals.

  • High level of expertise in EMC Hardware as well as EMC Software technical background.

Preferred Requirements:

  • EMC VNX, Data Domain, RecoverPoint, Isilon, Avamar, and other products are desired.

  • Experience with the Maintenance Services business.

Interpersonal skills:

Must be able to manage the client, support engineers, field engineering, exhibiting excellent communication skills as well as securing client confidence in Curvature to maintain their equipment; demonstrates expertise without arrogance; client-focused, client-driven, patient, ability to mentor others; proven ability to work as a team and effectively juggle multiple tasks at once.

Working Conditions or Additional requirements:

Senior Support Engineer is required to be in a once every four week afterhours call rotation, be technical lead 7x24x365, and in rare occurrences, able to travel to and from client sites as required.