Technical Support Engineer , Global Escalation Support

Technical Support Engineer, Global Escalation Support
Location:HQ- San Jose, CAImportant instructions: When applying to Brocade - please do the following:
Format your resume where the first text in your resume shows your a) Name b) Address c) Phone d) E-mail Please send only your resume - No cover letters please. You will receive a self-verification automatically from our site to your specified email address on your resume in approximately 15 minutes from your submission. Please take the time to verify your information has been received correctly. Your application will be completed once you have submitted your self-verification.

Please note: If you have submitted your resume for multiple positions, you will receive a self-verification for each submittal. Please take the time to verify your information for each self-verification you receive. Your resume will not be submitted until you have completed and submitted each self-verification.

Please no faxes or mailed resumes.

Thank you for your interest in Brocade.

Candidate will provide 3rd level post sales technical support to Brocade OEM?s, Partners and End User Customers on Brocade hardware and software products. Candidate must be a Senior Support Engineer with at least 5 years relevant applicable experience. BS/MS or equivalent required.

Document technical solutions and product information. Work to reproduce customer issues and qualify escalations. Traveling may be required to customer sites to assist in fault isolation and root cause analysis. Participate on core teams and special projects as needed or as desired.

Candidate must be capable of handling high-level escalations at the technical, political and account management level and have excellent communication skills both written and verbal.

Responsibilities include: Technical account management for partner and large end-user customers. Managing service requests to ensure issues are recorded, tracked, resolved, and follow ups and downs in a timely manner. Consistent fault isolation and root cause analysis. Author and review Technical Support Bulletins and Technical Notes. Review of technical documentation for training materials, technical marketing collateral, OEM manuals, troubleshooting guides, etc. Travel to customer sites around the world in the event of a critical situation to expedite resolution as required. Provide on-call support 24x7

Qualifications: Excellent written and verbal communication skills. Minimum of 5 years experience as a Technical Support Engineer in the Storage or Networking industry. Expert FC or IP networking skills. Knowledge of storage management within a UNIX or NT environment. Knowledge of Fibre Channel, IP, FC-IP or I-SCSI.