Position Overview:

We are looking for a skilled and proactive Storage Engineer - L1/L2 to join our support team. The ideal candidate will have strong experience in storage product support, with expertise in Level 2 and Level 3 support of various storage product lines. The role involves advanced troubleshooting, analyzing logs, and preparing detailed Root Cause Analysis (RCA) reports to identify and resolve issues efficiently.

Key Responsibilities:

Provide Level 1 and Level 2 support for various storage products, assisting customers with troubleshooting, configuration, and operational issues.
Escalate issues to Level 3 support when necessary, ensuring timely and accurate resolution of critical issues.
Analyze and diagnose system logs and support case attachments to determine the severity of the issue and implement corrective actions.
Perform troubleshooting of complex storage issues, identifying root causes and delivering solutions.
Prepare detailed Root Cause Analysis (RCA) reports for customers, outlining the causes of incidents and recommended actions for resolution.
Collaborate with cross-functional teams, including product development and engineering teams, to address complex issues.
Monitor and maintain storage environments, ensuring high availability and performance.
Document all incidents and solutions in support case management systems, ensuring accurate and up-to-date records.
Participate in regular updates and communication with customers regarding the status of ongoing support cases.
Stay updated with the latest trends, best practices, and technologies in the storage domain.

Key Skills & Qualifications:

Strong experience in storage product support (e.g., EMC, NetApp, Dell, IBM, or other leading storage vendors).
Hands-on experience in Level 2 and Level 3 support for storage product lines.
Advanced troubleshooting skills and ability to handle complex technical issues.
Expertise in analyzing logs and diagnosing issues related to storage systems.
Experience preparing Root Cause Analysis (RCA) reports and offering solutions to prevent future issues.
Good understanding of storage architectures, RAID configurations, SAN/NAS environments, and data management.
Knowledge of backup and disaster recovery solutions.
Familiarity with storage network protocols (e.g., Fiber Channel, iSCSI, NFS, SMB).
Experience with performance tuning and monitoring tools for storage systems.
Strong analytical and problem-solving skills.
Good communication skills, both verbal and written, with the ability to interact with customers and cross-functional teams effectively.
Familiarity with case management tools like ServiceNow, JIRA, or similar.