Customer Technical Support at Hitachi Vantara (San Diego, CA)

The Role 

 
The Technical Resource Center Analyst is a critical member of a small and highly skilled global team working closely with Hitachi Vantara and partner engineering. Candidate will provide centralized technical support to help internal and external customers implement and maintain successful solutions leveraging Hitachi Vantara Unified Converged Platform Solutions, including Hitachi Vantara Compute, Data Networks, and Storage and Management software.

This position is a customer facing Solutions escalation support role. Candidate will provide timely and professional technical support to Hitachi Vantara customers and partners in an enterprise support environment. A successful candidate will possess a working knowledge of operating systems, compute, networking, public/private/hybrid cloud, and storage technologies.

The candidate will potentially be involved in a variety of technical issues pertaining to Enterprise Class Hardware (Compute and Storage), Networking (SAN, LAN, WAN), Hardware Management and Monitoring tools, Databases (MS SQL, postgres, etc.), Applications, and Operating Systems/Hypervisors (VMware, SUSE, RedHat, Microsoft/Hyper-V).
 
Responsibilities

• This Level 2 support specialist is a recognized solutions expert and technical lead during service request/customer case interactions. Primary areas of expertise shall include operating system, networking, compute and storage as it pertains to converged infrastructure and their use in Public, Private and Hybrid could applications.
• Develop and provide accurate and creative solutions for customer issues resulting in a timely distribution of knowledge and positive impact on customer satisfaction.
• Create and present to customers documentation on technical problems, troubleshooting steps, recommendations and action plans.
• Contribute to Technical Knowledge Base by creating tech tips, product alerts, and other content for the Hitachi Vantara Customer Portal.
• Develop and provide technical coaching and mentoring to other support center specialists.
• Participate in team projects that enhance the effectiveness of the global support center.
• Act as a product liaison for major products, working with other corporate departments and 3rd party developers to solve technical issues.
• Communicate with management team on critical issues requiring immediate attention.
• Stay current on emerging converged architecture and cloud technologies, internal development roadmaps and other industry issues that impact Hitachi Vantara solution positioning and troubleshooting.
• Attend ongoing training to keep technical skills up to date, particularly with respect to VMware, MSFT, Linux/Unix, Brocade FC/IP, Cisco FC/IP, Compute, Storage, and with converged solution and application solutions.
• Able to perform shift work to include nights, weekends, and on-call standby. Shift rotations adjust based on primary need for the Hitachi Vantara customer base at any given point in time.

Qualifications

• Degree or equivalent formal education and/or working experience
• Certifications like VCP, CCNA, LPI or RHCE is highly preferred.
• A minimum of 5 years experience with a post-sales support of enterprise class solutions including servers, network, SAN, storage and virtualization technologies including installation, diagnostics, performance, and troubleshooting
• A good knowledge of Public/Private/Hybrid cloud technologies
• The candidate will have an aptitude for providing positive customer service and good communication, problem solving, and technical writing skills
• Possess the ability to resolve issues and conflicts, as well as be able to take ownership when faced with challenging situations
• Ability to relate and communicate effectively with client technologists and management when required
• Ethical and honest in all respects
• Willingness to travel to customer sites, other Hitachi Vantara offices, or training facilities when required
• Willingness to perform shift work to include nights, weekends, and on-call standby. Shift rotations adjust based on primary need for the Hitachi Vantara customer base at any given point in time
• Job is located in Hitachi Vantara San Diego support facility

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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