Tegile Customer Technical Support
Location: Bangalore India
Req ID: JR-0000041373
We deliver the possibilities of data. YOU define what’s possible.
Under the supervision of the TSM, the duties and responsibilities of the TSL include:
Leading and mentoring the technical aspects of the Technical Support team, coaching and mentoring technical skills, communication, procedures, policies and goals. Support case review, prior to escalating to Sustaining Engineering (SSE), to ensure existing processes and troubleshooting steps are followed as well as diligence in problem description and log analysis. Oversee customer escalations by ensuring appropriate resources are engaged, case owners are driving resolution and case documentation is above expectations. Support Case queue monitoring, assisting with daily goals and conducting case management review to prevent errors and ensure quality documentation. Establishing, implementing and monitoring policies and procedures to ensure quality, timely and efficient design of Customer Support. Working effectively with other teams and implementing strategies to increase production, efficiency and overall customer experience.
•Experience coaching technical skills and expected behaviors related to job function
•Exceptional communication skills required – no exceptions. Must be able to deal with highly technical and non-technical customers and peers with equal grace, using both verbal and written communication skills. Confidence balanced with empathy when dealing with difficult situations or conflict also expected.
•A strong understanding of complex concepts related to SAN and NAS storage, Operating systems (Unix and Windows), CPU/memory architectures and Disk/RAID systems.
•The ability to diagnose complex problems and validation of root causes across a stack of complex applications, OS, Network switching and storage elements.
•Must have experience providing technical support on SAN and NAS products
•Working knowledge of popular hypervisors such as VMware, Xen and Hyper-V highly desirable
ABOUT WESTERN DIGITAL
Western Digital Corporation is the world’s largest data storage company with a leading portfolio of HGST, SanDisk, G-Technology and WD brands covering flash and disk-based solutions. Deployed by the largest and most prominent organizations worldwide, Western Digital solutions are everywhere, touching lives and enabling great value from the data they possess.