Level 2 Technical Support Representative

Overview

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
  • Prior experience with CRM & Jira a plus
  • Some Travel required

Please submit resume to jobs@drobo.com.

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