Job Description
Provide pre and post sales technical support via phone, email and web for Catalyst Enterprises partners and customers. Hands on experience with Serial ATA (SATA), Serial Attached SCSI (SAS) or Fibre channel is required. Good fault isolation and root cause analysis skills are needed to diagnose, document, track and solve technical issues. Strong organization and communications skills are required to provide these solutions to the partners and customers in a timely and professional manner.
Responsibilities Include:
•Timely response to customer questions about the features, benefits and advantages of Catalyst products.
•Timely response to customer reported problems, solving those related to operating procedures or configuration and reporting the others to engineering.
•Track problems reported to engineering and verify solutions as they become available. Communicate schedules for solutions to the customer.
•Participate in fault isolation and root cause analysis using protocol analyzers, oscilloscopes and software tools.
•Assist in testing new software releases.
•Assist in preparing release notes and updating user guides.
•May assist in customer product demonstrations.
Job Requirements:
•Good skill set in communicating complex operational procedures to new customers.
•Two to three years of successful customer support experience.
•In depth experience with at least one serial interface protocol such as SAS, SATA or Fibre Channel.
•Competence in installing and reconfiguring hardware and software on PC’s and/ or servers.
•Strong written and verbal skills in English.
•Ability to effectively manage many individual tasks simultaneously.
•Technical four year degree or work experience equivalent.
•Familiarity with API support and C++ programming is desirable.
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