Senior Support Engineer

About Us:

OpenDrives makes high performance data storage a reality for our customers using our unique combination of hardware and software. Our customers range from Hollywood blockbusters, to medical imaging specialists, to academia, and everything in between. At OpenDrives we are building next-generation data storage solutions for high-performance workflows

About the Role:

As a Senior Support Engineer, you are a primary point of contact for escalated issues and high visibility projects. You are a conduit of technical knowledge for Tier 1 and Tier 2 customer experience engineers. You will be responsible for investigating issues, identifying the root cause and implementing solutions to resolve issues in a timely manner. Outside of escalated issues you will be in charge of testing new product releases, regression testing and providing customer feedback to the Product and Development teams to ensure customer needs are being met. This position is a bridge between customers and our internal development team, you are the one in charge of building the bridge.

About the You:

You are savvy with Mac OS or Windows & consider yourself a Linux aficionado. You excel under pressure while remaining calm. You are organized and thorough. You pick up new technologies with ease, and you understand customer deadlines. You communicate clearly and know when to flex your technical lexicon vs when to carefully explain that the files are in the computer.

Essential Duties & Responsibilities:

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be
assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential
functions.

• Troubleshooting hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues
• Acting as the primary point of contact for customers regarding escalated issues and/or high visibility projects
• Collaborating with T1/T2 Support Engineers when guidance is needed
• Generating documentation for new processes and features
• Software release and regression testing
• Customer bug and/or feature request reporting
• Must be willing to work some nights and weekends

Competencies & Skills:

To perform the job successfully, an individual should demonstrate the following.

• Strong knowledge of networking routing, tcp/ip, ethernet, LACP and other networking technology
• Strong understanding of ZFS or other similar storage technologies
• Strong understanding of Linux
• Working knowledge of Windows administration and Active Directory, LDAP and other enterprise technologies
• Ability to communicate with customers, peers, and management in a professional manner
• Ability to multi-task simultaneously with multiple projects and staff members
• Self-motivated with the ability to work in a fast-paced environment

Education & Experience:

• Associate or Bachelor's degree in Computer Science, Information Technology, System Administration, a closely related field, or equivalent experience required
• System administration certifications in Linux, Microsoft, or other network related fields are a plus
• Minimum of 4-5 years of proven knowledge working with servers, storage, hardware and software

Bonus points if you have experience with anything below:

• Managed production storage systems
• Strong understanding of production and post-production workflows
• Post Production experience
• Media application experience

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is frequently required to talk or hear; stand and walk. The employee must be able to occasionally lift and/or move up to 10 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Benefits

We hav