Brocade Technical Support Engineer

What you'll do

• Provide technical support to customers and OEMs via phone, email, and web.
• Troubleshoot, diagnose, and resolve complex technical issues for networking and storage products.
• Define and manage problem resolution plans while communicating progress to clients.
• Document client calls, troubleshooting steps, and sequences of events in the service request database.
• Perform lab replication and research to solve difficult technical problems.
• Analyze data traces from protocol analyzers to identify root causes.
• Create and improve processes and procedures to enhance team quality and productivity.
• Fulfill all incoming service requests while managing multiple tasks simultaneously.

What we're looking for

• Minimum of 5 years’ experience in a Technical Support Environment.
• BS or MS degree in Electrical Engineering/Computer Engineering or equivalent work experience (preferred).
• Working knowledge of networking technologies, protocols, and storage area network (SAN).
• Excellent knowledge of Windows and Linux/UNIX servers.
• Understanding of SNMP monitoring and management.
• Strong fault isolation, root cause analysis, and troubleshooting skills.
• Strong verbal and written communication skills to interact with clients and internal personnel.
• Scripting knowledge is desired (preferred).