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Senior Escalation Engineer – Irvine, CA
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Responsibilities:
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- 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.
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Qualifications:
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- 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.
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Preferred experience:
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- Perl, Python and Bash scripting.
- VMware VCP certified.
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Account Manager – Irvine, CA
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Responsibilities:
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- Develop a strong business partnership with accounts in your territory
- Qualify opportunities and conduct the appropriate research to ensure a quality proposal to the customer
- Give product presentations and handle concerns/objections that customers may raise
- Deliver product demonstrations that focusing on the customer’s needs while illustrating the capabilities of our solution
- Generally responsible to meet the needs/questions of the account’s buyers
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Qualifications:
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- An entrepreneurial, self-starter approach looking to break into new opportunities
- Excellent written and verbal communication skills
- Able to translate technical features into business benefits for customers
- Typical travel load: 20% overnight travel
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Education/Experience:
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- 6 – 8 years of selling experience preferred
- A Bachelor’s Degree (preferably in Electrical Engineering, Computer Science or equivalent)
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