Systems Engineer/Support Specialist APAC

Job Description

TITLE: Systems Engineer, APAC LOCATION: Australia Remote JOB TYPE: Full Time, Exempt OVERVIEW: Spectra Logic Corporation is a global leader in data management, data protection and data storage technology. With its focus on data storage innovation for more than 40 years, Spectra helps organizations modernize their IT infrastructures and protect and preserve their data with a broad portfolio of solutions. Spectra’s solutions combine hardware, media, software and services, allowing customers to manage, migrate, store and preserve business data long term, along with features to make data ransomware resilient, whether on premises, in a single cloud, across multiple clouds or in all locations at once. JOB SUMMARY: We are looking for a competitive, self-motivated individual to join our experienced post sales services and support team. You will develop an advanced level of understanding for all of our tape, software and S3/DS3 products, as well as services such as data migration and encryption. The role is essential to supporting our existing customer base in Australia and the greater APAC region, while also performing new installations. This requires an adherence to detailed processes involving prep work, engagement procedures, and reporting. We will provide you with training, tools, and a team of professionals to support your efforts. IN THIS ROLE, YOU’LL: Navigate and manage complex customer setups for smooth on-site installations Complete configuration and testing to ensure solutions are working as designed Perform preventative maintenance at existing customer sites Complete products upgrades and perform break-fix related functions with direction from Support tiers Conduct thorough technical evaluations for potential new business opportunities Collaborate closely with Support Tiers and TAM teams providing key feedback and technical insights Establish and maintain deep relationships with our customers, helping them integrate and mature the product use in their organization Provide training to customer and customer teams Work with customer trouble tickets, which have been escalated from Tier 1 Perform technical analysis and troubleshooting of Spectra Logic hardware Technical analysis and troubleshooting of customer environments Take corrective action to provide timely resolution of technical problems Be the consultation point for Tier 1 questions, technical training and assistance REQUIRED QUALIFICATIONS: BS or BA in Computer Science/Engineering or related business/technical field required Required certifications or equivalent knowledge: CCNA, SNIA, and AWS Strong desire to provide world-class customer support is essential to the success of the candidate Knowledge of Operating Systems, including Windows and Unix-based, as well as various backup software packages Be very detail oriented, mechanically inclined and possess excellent troubleshooting skills Working knowledge of NAS and Cloud storage Working knowledge of backup and archive processes and methodologies Working knowledge of tape drives, libraries, storage arrays, storage networking, networking protocols, and general connectivity in multi-platform enterprise environments Software writing and scripting considered a plus Proven track record of managing technical integrations with strong project planning and time management skills Strong work ethic, willingness to collaborate, and be part of a positive team Be able to do demanding physical work. You must be able to safely lift fifty pounds over your head and up to one hundred pounds in general Must be able to maneuver inside some of the largest of Enterprise libraries TRAVEL: Travel of 80% expected. This role requires frequent travel, handling of luggage, and use of public transportation. Physical demands at customer sites are unpredictable and may include lifting, bending, stooping, or other challenges. COMPENSATION: Base salary BENEFITS: Spectra Logic provides a casual work environment, competitive salaries, and a compensation and benefits structure that rewards contribution and hard work. #J-18808-Ljbffr