Tier 4 - Escalation Manager

Position Description:
• Provide expert level technical support for our products
o Analyze, diagnose, and debug complex customer issues
o Create and implement patches, fixes, and diagnostic tools
o Take ownership of escalations and drive towards resolution
• Act as a technical focal point in cooperative relationships with other internal groups
o Coordinate with other engineers from various product components to deliver success
o Acquire both broad and in-depth product knowledge
o Create and improve documentation to train support engineers to resolve support cases
o Demonstrate strong interpersonal and communication skills

Required Knowledge and Skills:
The core competencies for this position include:
• IT experience – SysAdmin Level for NetApp or EMC OS
• At least 2 years' experience in developing core C/C++ windows applications.
• Customer support experience
• Experience with windows internals (Win API).
• Familiar with STL.
• Great interpersonal skills.
• Fast technology adaptation
Additional Skills:
The following additional skills are nice to have:
• Knowledge in DB/SQL.
• Knowledge in UNIX programming and systems.
• Knowledge in UNIX/Win kernels.
• Knowledge in Networking/Security.
• Any knowledge in Directory services (i.e. AD, LDAP, NIS).
• Knowledge in .NET.