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Data Direct Networks Manager, L3 Engineering in Colorado Springs, Colorado

We’re results-driven and are looking for talented people with the passion to leverage their experience and contribute beyond the narrowly-defined scope typically found in big corporations. Our culture combines the innovation, intensity, and energy of a start-up with over two-decades of stable operations. If you’re yearning for an environment that’s highly energized, collaborative, and rewarding, we’d like to hear from you. Learn more about the Tintri portfolio of solutions at https://www.tintri.com/products.

We are currently looking for an outstanding, technical “hands on” Manager for Engineering L3 Support. This position requires a require strong individual who can lead a team of engineers in addressing field escalations and bugs for ZFS storage products.

Job Duties:

  • Manage team of L3 engineers across multiple geographies.

  • Hands on assistance with field escalations from Customer Support.

  • Analyze data from Sales Force (SFDC) and Jira CRMs to realize trends in Product defects and escalations

  • Pull in engineering development resources when additional technical expertise is needed within a specific vertical

  • Internal lab reproduction of field issues to assist in problem isolation

  • Manage Lab resources for L3 and customer support efforts

  • Manage, maintain and lead development of Customer Support infrastructure and tools

  • Participate in Software and Hardware release team to ensure service readiness, product usability, and case deflection by identifying product enhancements.

Skills & Qualifications:

  • Ability to tailor technical problem description and root cause analysis statements to various audiences including Customer Support, Customer Support Management, Customers (from admin to executive), and development engineering.

  • Strong technical acumen to assist and direct troubleshooting efforts for Field escalations. Solaris, ZFS, SAN/NAS protocols, Storage hardware, SAS, SCSI, etc.

  • Ability to interface with support organizations, customers and various internal organizations in understanding issues, communicating status and working to delivery and convey solutions

  • BS Computer Science degree, engineering, or equivalent required

  • 8+ years of professional software experience with strong skills

  • 3+ years of management experience with software engineering teams

  • Proven analytical problem- solving skills

  • Strong written and verbal communication

ID: 2020-2749

Street: 9960 Federal Dr

Telecommute: No

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