Current Openings in Customer Service

 

Senior Customer Support Engineer

 

SEPATON is expanding our Customer Support team at our headquarters in Marlborough, MA. We are seeking a Senior Customer Support Engineer to provide remote technical support to customers, partners and resellers using SEPATON’s line of data protection products. If you have a support background in enterprise storage, NAS, SAN, backup or disaster recovery we would love to talk with you about this immediate opportunity to join our team. This is a very dynamic role where you will be providing escalation support, mentoring associate team members, interface with engineering on deep product issues, lead and contribute to ongoing projects revolving around support tools, knowledge management, self service initiatives and more.

 

Responsibilities

  • Provide remote technical product support to customers and partners using SEPATON product solutions. Use support tools and resources to diagnose complex problems within the SEPATON product architecture, including storage array hardware, networking, Fibre Channel, firmware, application software and related technologies that make up our solution.
  • Communicate problem diagnosis, root cause analysis and remedial action to customers and partners. Document these findings in SEPATON’s case management system and knowledge management system to further our self service initiative.
  • Perform remote product installation and upgrade services for system expansions and periodic software maintenance releases. This includes remote configuration, firmware & application software updates and maintenance activities.
  • Participate or lead Customer Support project initiatives including; support tools & utilities development, knowledge management & documentation, customer self service portal and RAS (Reliability, Availability, Supportability) initiatives with engineering and product management.
  • Customer advocate. Championing issues which have an impact on customer operations as they relate to our product.

Requirements

  • 7+ years experience providing enterprise support or consulting to customers.
  • Excellent verbal and written communication skills.
  • Strong, demonstrated software troubleshooting skills utilizing application, component and operating system log file analysis to derive remedial action plans.
  • In-depth knowledge and experience supporting som combination of the following: backup and disaster recovery, storage and networking solutions, Network Attached Storage (NAS), Serial ATA (SATA), and Storage Area Networks (SAN) infrastructure components.
  • Networking background or a solid understanding of networking technologies (TCP/IP, LAN and WAN) as they relate to storage and backup and recovery solutions.
  • Storage fabric switch experience and general SAN knowledge and troubleshooting skills desirable.
  • Strong understanding of SCSI, Fibre Channel and NAS protocols.
  • Multiple Operating Systems experience including Microsoft, Sun Solaris, HP-UX, AIX, and Linux, or some combination.
  • Current certification with at least one of the following enterprise backup and recovery applications is strongly desirable: Veritas Netbackup and or Backup Exec, IBM Tivoli Storage Manager, EMC Legato Networker, CA Unicenter and or Arcserve, HP Data Protector.

 

Please submit resumes to careers@SEPATON.com.

 

Technical Account Manager

Position Summary:

The Technical Account Manager (TAM) is the technical support interface to SEPATON’s Platinum service-level customers. The TAM is responsible for managing the support relationship with the customer. The TAM builds a strong customer relationship through constant and consistent communication during support incidents, driving them to closure. The TAM also verifies the customers system is maintained at the proper code revisions and provides updates to the customer on future releases. Internally the TAM is the voice of the customer, escalating support incidents to the proper organizations within SEPATON.
 
The position will report to the Director of Customer Support.
 
Position Responsibilities:
  • Subject matter expert on the SEPATON appliances and software applications.
  • Provide continuity from pre to post sales activity.
  • Engage with support and engineering to drive issues to closure.
  • Be the customer’s advocate within SEPATON
  
Essential Skills & Experience:
  • User knowledge and experience supporting tape backup and disaster recovery, storage, and networking solutions that include:
    • Network Attached Storage (NAS), Serial ATA (SATA), and Storage Area Networks (SAN) infrastructure components
    • Backup and recovery
      • Disaster recovery
  • Current certification with at least one of the following enterprise backup and recovery applications is a major plus!
    • Veritas Netbackup and or Backup Exec
    • IBM Tivoli Storage Manager
    • EMC Legato Networker
    • Bakbone Netvault
    • CA Unicenter and or Arcserve
    • HP Data Protector
  • Strong technical background, ability to troubleshoot problems.
  • Excellent communications skills, both verbal and written.
  • Experience with building strong customer relationships.
  • Prior experience with providing customer support.

 

Please submit resumes to careers@SEPATON.com.