Tech Support Engineer 2 (Houston)

Tech Support Engineer 2 Location:Houston, TXImportant 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.

 

Job Description:

Provide technical support via phone, e-mail and web for Brocade Communications partners and customers. Required to participate in 24x7 duties to key accounts. Strong fault isolation and root cause analysis skills are required to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Regularly update service requests to record progress of calls in call tracking system and documenting solutions and product information in a knowledge base for future reference. Work to reproduce customer issues and qualify escalations. Work with Development, Sales, Q/A, and Marketing to build a positive customer experience. Participate on core teams and special projects as needed.
 
Responsibilities include:
Technical account management for partners and large end-user customers deploying, maintaining and troubleshooting WAFS implementations. Position may involve alternative work hours including a Saturday,  Sunday or holiday coverage. Managing service requests to ensure issues are recorded, tracked, resolved. Frequent updates on the status of the case should be provided to customer, sales or account team as needed. Ensure consistent fault isolation and root cause analysis. Work with Development/QA to Beta test new product releases. Publish Customer Support Bulletins and Technical Notes in the Knowledge Base. Review of technical documentation for training materials, technical marketing collateral, OEM manuals, troubleshooting guides, etc.

 

Education/Experience Required:

 

?  Work with Development, Sales, Q/A, and Marketing to build a positive customer experience

?  Technical Acct Mgmt for enterprise partners and large end-user customers (3000 users+). 

?  Experience reproducing customer issues and qualifying escalations.

?  Managed service requests ensuring issues are recorded, tracked, resolved.

?  Able to provide frequent updates on the status of a case to customer and related parties



 

Preferences:

 

 

?  Masters in Computer Science and/or MSCE.

?  Strong IP networking skills, storage management in UNIX or NT environment,

?  Minimum 2 years experience as a network or systems administrator in an NT or UNIX environment.

?  Knowledge of WAFS, Fibre Channel, FC-IP, and/or iSCSI.

?  Experience with Microsoft SQL Server and scripting experience.