Senior Tier 3 Technical Support Engineer

AustraliaRemoteFull-timesenior

Technical Support EngineerCustomer

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Quick Summary

Key Responsibilities

Advanced Technical Support: Provide technical assistance and resolve the most complex field issues involving enterprise storage solutions. Root Cause Analysis: Investigate, diagnose,

Requirements Summary

Linux System Administration: Advanced hands-on knowledge of Linux installation, administration, troubleshooting, maintenance, and upgrades. This is a mandatory requirement.

Technical Tools

Technical Support EngineerCustomer

Join a leading provider of enterprise-class data storage solutions, supporting global organizations and service providers with advanced infrastructure technologies.
As a Senior Tier 3 Technical Support Engineer, you will handle complex technical challenges involving enterprise storage systems, helping customers maintain reliable, high-performance environments.
You will play a critical role in diagnosing sophisticated field issues, identifying root causes, and delivering effective technical solutions.
Working at the intersection of customer support and product development, you will collaborate directly with engineering teams to resolve complex problems and improve product performance.
You will also provide proactive technical guidance, helping customers optimize their storage configurations and maximize the value of their infrastructure.
This position offers the opportunity to work with advanced storage technologies in a highly technical, collaborative, and customer-focused environment.
The ideal candidate is an experienced Linux and enterprise storage specialist who combines strong troubleshooting capabilities with excellent communication and problem-solving skills.

As a senior technical expert within the Enterprise Storage Technical Support function, you will take ownership of complex customer issues while contributing to product improvements and technical excellence. Your main responsibilities will include:

Advanced Technical Support: Provide technical assistance and resolve the most complex field issues involving enterprise storage solutions.
Root Cause Analysis: Investigate, diagnose, and troubleshoot sophisticated technical problems, identifying underlying causes and implementing effective resolutions.
Customer Optimization: Provide proactive recommendations to customers to improve their storage environments, optimize system performance, and maximize satisfaction.
Technical Configuration and Management: Contribute to the configuration, architecture, layout, and ongoing management of enterprise storage products.
Engineering Collaboration: Work directly with development teams to investigate technical issues, coordinate resolutions, and contribute to continuous product improvement.
Custom Solutions: Support internal technical teams in developing customized solutions and preparing customer implementations.
Customer and Partner Relations: Represent the organization professionally when interacting with customers and partners, clearly communicating technical issues, progress, and resolutions.
Product Improvement: Share field insights and technical feedback with development teams to help enhance product reliability, functionality, and performance.

Requirements

~2 min read

The ideal candidate is a highly skilled technical support professional with advanced Linux administration knowledge and experience troubleshooting enterprise infrastructure environments. You should bring:

Linux System Administration: Advanced hands-on knowledge of Linux installation, administration, troubleshooting, maintenance, and upgrades. This is a mandatory requirement.
Networking: Strong understanding of TCP/IP networking principles and troubleshooting.
Enterprise Storage: Knowledge and practical experience with Storage Area Network (SAN) and Network Attached Storage (NAS) technologies.
Scripting: Experience with at least one scripting language, such as Bash or Python.
Technical Troubleshooting: Strong technical aptitude and the ability to independently research, investigate, and resolve complex infrastructure issues.
Communication Skills: Ability to explain technical problems and solutions clearly to customers and stakeholders at different organizational levels.
Collaboration: Ability to work independently while contributing effectively to a technical team.
Organization: Strong multitasking and prioritization skills, with the ability to manage several technical issues simultaneously.
Availability: Willingness to provide support during weekends and public holidays when required.
Location Eligibility: Must be an Australian resident or citizen.

The following qualifications and experience would be considered an advantage:

Previous experience in a Tier 3 or Tier 4 technical support position.
Strong technical knowledge of VMware virtualization technologies.
Experience with containers, Docker, and related technologies.
VCE certification.
Advanced backup administration and data protection expertise.

What We Offer

~2 min read

✓Advanced Technology Environment: Work with sophisticated enterprise storage platforms and software-defined storage architectures.

✓Technical Challenges: Gain exposure to complex infrastructure environments involving enterprise storage, virtualization, data protection, and disaster recovery.

✓Product Development Exposure: Collaborate directly with engineering and development teams to influence product improvements and technical solutions.

✓Global Customer Impact: Support major enterprises and service providers operating critical data infrastructure.

✓Professional Development: Strengthen your expertise in enterprise storage technologies and advanced technical troubleshooting.

✓Collaborative Environment: Work alongside experienced technical professionals within a customer-focused engineering organization.

✓Full-Time Employment: Opportunity to join a global technology company in a permanent full-time capacity.