Level 1 Customer Support Tech

Job Description:

  • Monitor Drobo Support cases based on Management priority
  • Monitor and/or take ownership of predefined support cases ensuring proper information is gathered
  • Prepare cases for escalation

Job Duties:

  • Review CRM for specific product cases
  • 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
  • Make recommendations for new knowledge base articles or improvements to existing knowledge base articles

Job 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
  • 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
  • Ability to write clearly and accurately
  • Prior experience with CRM Right Now as plus but not required.
  • English speaking with good phone & communication skills
  • Weekend split shift ( Tuesday thru Saturday or Sunday thru Thursday )
If you are interested, please send an email to jobs@drobo.com with your resume and qualifications.

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