Job Description:

Responsible for providing high level remote technical support for distributed NAS storage product. Support requirements include problem assessment, interactive hardware and software troubleshooting, system configuration, and leading customers through to problem resolution. Identify and authorize defective parts for return to service for repair. Identify and log both hardware and software bugs. Work interactively with both customers and Panasas engineers when necessary to resolve product issues. Subject matter expert on Panasas service offerings, storage products, distributed architecture, file systems, and competitive storage offerings in the DAS, NAS, and SAN product spaces. Emphasis is on customer satisfaction and providing the most professional and satisfying support experience to delight customers. On-call, after hours duty to be expected.

Experience/Qualifications Preferred:

• 5+ years call center experience
• Experience using CRM systems such as Siebel, PeopleSoft, or Clarify
• 5+ years direct customer service experience either in pre- or post-sales environment or experience as QA engineer
• Storage industry background
• Superior organizational skills

Minimum Requirements:

• Bachelors Degree in Electrical Engineering or Computer Science or equivalent industry experience of 7+ years working with distributed and/or clustered file systems (AFS/DFS, NFS, VXFS)
• Comfortable and challenged by troubleshooting customer issues with insufficient data or lack of complete customer information
• Superior knowledge of current and emerging storage architectures (FC, iSCSI, NAS, OSD, SAN)
• UNIX (BSD, Linux, System V), Networking (TCP/IP, 100/1K Ethernet), Backup (HSM, Legato, Veritas) and Database Administration experience
• Knowledge of C/C++, Perl and TCL to understand programs written in these languages
• Knowledge on SCSI Standards, Protocol Command-Set and RAID architecture
• Experience in Microsoft Windows Server (NT, WIN2K, XP) storage implementations (NTFS/CIFS/SMS) and/or enterprise applications (AS, Data Center, Exchange)
• Networking and switching architecture knowledge
• Excellent verbal and written communication skills

We offer a competitive compensation and benefits package with pre IPO stock. Equal Opportunity Employer. Non disclosure must be signed before the interview.