Tier 3 Support Escalation Engineer

General Summary

As a Tier 3 Support Escalation Engineer you are the final escalation point for end customers and Drobo partners experiencing unusual and unique Drobo technical issues. You will use your superior customer service skills to bring ease and peace of mind to our customers while they wait for you to provide them with a solution or acceptable workaround. You will use your finely tuned troubleshooting skills to thoroughly understand and quantify the problem. Your attention to detail and clear communication skills will be put to good use as you document and escalate the problem to Drobo’ s Sustaining Engineering. Your natural ability to multitask and strong sense of urgency will prove useful in this high pace “start-up” environment where several things are a priority and must be done NOW. Your 5-10 years of delivering excellent technical support in the high-tech industry has made you incredibly efficient at resolving cases that you immediately gain popularity with your A-player coworkers. Your good sense of humor and easy going “sure I can help” attitude will help you fit in with Drobo’s worldwide support team.


  • Associates Degree from a technical school is preferred.
  • 5-10 years’ experience in technical support in the high tech industry.(Storage industry experienced preferred.)
  • Must work weekend on-call rotation in 24/7 follow the sun environment
  • Some travel required 10%

Job Specifications/Requirements

  • Excellent verbal communication skills and the ability to provide exemplary phone support
  • Good understanding of Electronics and Digital communications
  • Must be very comfortable with installing, configuring and optimizing Windows and MAC operating systems and platforms, including 3rd party drivers and USB3 cards
  • Demonstrated understanding of iSCSI, Ethernet (802.3), networking fundamentals, ICMP, trace-route, TCP/IP and the OSI 7-Layer
  • Hands-on experience with, at a minimum, non-managed switches and routers
  • Hands-on experience with, at a minimum, non-managed switches and routers
  • Hands-on experience with SATA drives, JBODs, drive enclosures and RAID arrays
  • Hands-on experience with backup applications such as Time Machine, SuperDuper, Acronis, Backup Exec, Carbon Copy Cloner
  • Experience with drive cloning software such as “dd”, Ghost, Carbon Copy or Data Rescue, a plus
  • Hands-on experience with benchmark and data recovery software
  • Hands-on experience with bare-metal virtualization platforms such as Hyper-V, XenServer and/or VMWare (i.e. ESX, vSphere) a plus.
  • Experience with bug-tracking platforms such as Bugzilla or JIRA a plus

If you are interested, please send an email to jobs@drobo.com with your resume and experience.

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