Responsibilities: Interface with customers over the phone or email representing customer support. Proactive management of cases escalated to Level 3 of support. Maintain accurate documentation using support cases in CRM, defects, knowledge bases. Creating defects and RFEs for bug tracking. Close interface with Engineering to communicate bug data and reproduce complex customer scenarios. Assist in QA testing and documentation of procedures and best practices. Qualifications: Subject matter expert in storage and storage networking technologies. Requires general expertise in at least three core competencies: Storage (NAS/SAN/RAID), Networking (Ethernet/FC/InfiniBand), OS experience (Linux/Unix/Windows/VMware). Experience managing critical customer escalations. A high level of attention to details, ability to multitask and adapt easily to change, ability to maintain positive attitude while working under pressure and strict timelines. Excellent verbal and written communication skills exercised on a regular basis (verbal & written). Exemplary presentation skills and command of the common tools (Word, Visio, Excel, and Project). Driven, self-motivated, with a strong work ethic, an individual who has a passion for problem solving. Preferred experience: Perl, Python and Bash scripting. VMware VCP certified.