The company is looking for an Escalation Engineer for their Midrange Product line of EMC [AX, Clariion, VNX and VNX2] to provide L3 engineering support, including maintenance and bug fixing.
Requirements
- Storage knowledge, windows or Linux knowledge...and good problem solving skills....ability to read C++ code to RCA customer issue
- C, C++ , Perl and FC, iSCSI, familiar with TCP/IP, FCoE and SAS, replication, concepts of storage tiering and RAID configuration.
- Recovery of the Midrange arrays from Data Unavailable situations.
- Debugging customer SAN configuration issues (FC, iSCSI. FCoE) on the VNX and Clariion arrays, reviewing the SAN layout and understanding how the various array ports/devices are set up in the incident being investigated, in-house error reproduction efforts by setting up test beds for execution of tests, setting up debug equipment, reviewing source code and capturing traces from various software/hardware sub-components, analyzing the kernel/trace data and ensuring resolution.
- Well versed with crash dump debugging using Win debugger on the Windows OS
- Awareness of Virtualization concepts
Responsibilities
- Working as an Escalation Engineer for Midrange Product line of EMC [AX, Clariion, VNX and VNX2].
- L3 engineering support experience....people who have worked on some maintenance bugfixing work
- Extensive experience in troubleshooting, triaging, debugging, lab reproductions and resolution of issues that are escalated from the field, technical support organizations and the customer support engineering teams.
- Practical experience of troubleshooting beyond-the-box e.g. debugging customer SAN configuration issues (FC, iSCSI. FCoE), analyzing switch Logs (Brocade B-Series and Cisco switches)
- Preparing and delivering the technical RCA for assigned escalation events to the support organization.
- Well versed with crash dump debugging using Win debugger on the Windows OS and escalating potential bugs in the code to the software development organization, suggesting enhancements for the existing code as necessary.
- Imparting periodic training on technology and new product launches to team members, publishing internal technical knowledge base documents on bugs found, product features, storage technologies and protocols.
Other
- Experience in Development and Escalation Engineering Storage domain
- hosting daily meetings with cross-functional teams in order to discuss these incidents and investigate means to improve product quality.
