Test and troubleshoot hardware and software related issues as reported by customer, document findings to determine root cause.
Responsibilities
Diagnose and analyze hardware and software issues as they relate to Drobo & FileTransporter products
Determine if issues are known or a new finding
Duplicate issues as documented in CRM
Document issues into bug tracking database detailing steps to duplicate issue
Install or replace hardware components such as cabling, interface cards (USB3 ), switch, routers.
Install software on Mac/PC hosts in order to duplicate scenarios
Troubleshoot network and computer program errors
Implement written test procedures and processes for each product, host & OS based on customer feedback and usage.
Make recommendations for new knowledge base articles or improvements to existing knowledge base articles
Review current RMA process to improve and redefine
Requirements
Proficient with Mac and PC hardware and software (Windows 7/8, Mac 10.7, 10.8, 10.9 knowledge of linux a plus ). Must have the understanding of Electrical assemblies
Excellent troubleshooting and problem solving skills a must
Working knowledge of both hardware and software components and how they interact with Drobo devices, i.e Thunderbolt, USB3, Firewire, ISCSI
Solid combination of technical knowledge, interpersonal and communication skills
Must be able to communicate in English and Spanish
Ability to write clearly and accurately in Spanish and English