Job Description: Storage Support Engineer

Job Responsibilities:

• Analyze and debug issues at the network, storage, and virtualization layers of scale-out distributed storage solutions in public, private, and hybrid cloud environments.
• Contribute to the development of a knowledge base to enable faster troubleshooting of customer issues.
• Provide feedback on existing tools, and help identify and develop necessary tools for efficient triage of customer problems.
• Research, diagnose, troubleshoot, and solve customer issues, involving engineering teams as necessary.
• Collaborate with technical writing resources to ensure that resolutions to customer issues are documented properly.
• Help define the support process, from the initial customer-reported issue to escalation to Samsung and final resolution/fix for the customer.
• Interface professionally with customers to understand and resolve the issues they may be facing.

Required Skills:

• BS/MS in Computer Science or equivalent with at least 7+ years of experience in storage solutions.
• Proven experience testing and/or debugging storage systems, especially distributed systems.
• In-depth knowledge of NFS protocols (v3, v4.1, pNFS).
• Experience with other storage protocols such as SMB and S3 is a plus.
• Familiarity with virtualization technologies (VMware, Hyper-V) and containers.
• Knowledge of network solutions for cloud environments, including network virtualization technologies.
• Strong leadership skills, with the ability to take ownership of customer-reported issues.
• Strong commitment, focus, and follow-through to ensure timely resolution of issues.
• Excellent customer service skills with the ability to provide prompt and accurate feedback to customers.
• Proven ability to research, diagnose, troubleshoot, and identify solutions to customer problems.
• Experience in developing scripts using Python or other scripting languages is a plus.
• Previous experience supporting customers using storage solutions, especially NAS or Ethernet-based solutions.

Personal Characteristics:

• Ability to differentiate between perfection and "good enough."
• Self-motivated and capable of taking on difficult tasks independently.
• Team player who collaborates well with others.
• Displays strong judgment in decision-making.
• Willing to challenge, debate, and clarify assumptions when needed.
• Comfortable working in a fast-paced environment with a global team.