Technical Support Engineer – Storage, Networking, Systems & Virtualization

Become a part of a global team working to revolutionize the enterprise storage and backup and disaster recovery experience #### **Create** We build the best experience for our community – as a team. #### **Learn** We look inside and outside for inspiration and learning. #### **Play** Life is what happens when you’re busy working. We make sure to enjoy it. ##### **Technical Support Engineer – Storage, Networking, Systems \& Virtualization** **Location**: Remote, Pacific Time 8 to 5 PM USA **Job Type**: Full\-time **Compensation**: Competitive salary \+ Benefits **Key Responsibilities:** * **Technical Support \& Troubleshooting:** * + Provide expert technical support for StoneFly’s storage, networking, systems, and virtualization products, resolving client issues efficiently and professionally. + Troubleshoot a wide range of technical issues, including hardware, software, networking, and virtualization problems. + Ensure prompt resolution of customer\-reported issues through phone, email, or remote support tools. * **Problem Resolution:** * + Diagnose complex technical problems related to SAN, NAS, server systems, networking configurations, and virtualization environments (VMware, Hyper\-V, etc.). + Provide timely and accurate solutions or workarounds for technical problems while ensuring high customer satisfaction. + Escalate critical issues to senior engineers or development teams when necessary, maintaining open lines of communication with customers. * **Customer Training \& Guidance:** * + Assist customers with configuring, installing, and deploying StoneFly products, ensuring optimal performance and system compatibility. + Educate customers on best practices for managing their storage, networking, and virtualization environments. + Conduct training sessions and provide technical documentation to empower customers in using StoneFly solutions. * **Collaboration with Internal Teams:** * + Work closely with the engineering, sales, and development teams to provide feedback on product performance, features, and potential improvements. + Collaborate with the quality assurance team to reproduce, analyze, and resolve customer\-reported bugs and issues. * **Product Expertise:** * + Stay current on StoneFly products and industry trends, including advancements in storage, networking, virtualization, and cloud technologies. + Act as a subject matter expert, guiding customers through the technical intricacies of integrating StoneFly solutions into their infrastructure. **Required Qualifications:** * Proven experience in technical support, ideally within the storage, networking, or virtualization sectors. * Strong knowledge of storage systems (SAN, NAS), networking technologies (IP, Ethernet, etc.), server systems, and virtualization platforms (VMware, Hyper\-V, etc.). * Ability to troubleshoot complex issues in a fast\-paced, customer\-focused environment. * Excellent communication skills with the ability to explain