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Customer Support Engineer: Brocade Communications Systems, Inc.

Brocade® (Nasdaq: BRCD) provides the industry's leading platforms, solutions, and services for intelligently connecting, managing, and optimizing IT resources in shared storage environments. By developing innovative Storage Area Network (SAN) and File Area Network (FAN) solutions, Brocade helps organizations increase efficiency, reduce costs, and maximize their data assets. (www.brocade.com)

Position Description:

Are you looking for a career in a high-energy, professional work environment at a company whose cutting edge technology enables the flow of the world's digital data and on whom the high-tech world depends every day? Are you looking for a company that values and rewards your contributions, challenges you to shape your own career path, and provides top-notch personal development? If so, Brocade is the place to begin and explore your career!

Brocade is an industry leader in data center networking solutions and services that enable organizations to manage their most vital information assets. It's no wonder that Global 500 companies rely on Brocade technology to keep their businesses running around the clock. Brocade has pioneered the technologies that enable highly reliable and secure data center connectivity. Today most of the world's data flows through Brocade equipment and data center networks built on Brocade technology.

The Global Services Customer Support Organization is dedicated to providing quality products, programs and services that meet or exceed our customers expectations. We consider the pursuit of quality to be an on-going responsibility of every employee in our organization.

- Provide timely and accurate information and support to our customers and partners.
- Provide products, programs, and services that meet or exceed the business needs of our customers and partners.
- Represent our customers in the product development process.
- Provide an environment that values employee growth and development.
- Leverage electronic and web-based technologies to provide proactive information to our partners and customers.


Job Description

The customer Support Associate will maintain a positive customer relationship through timely and professional delivery of support.

Day-to-Day Responsibilities

• Diagnoses equipment failures and performs remedial repairs accurately and quickly.
• Provides high quality hardware and software installation at customer physicality.
• Coordinate with Service Delivery Organization to plan and organize account related technical activities and projects.
• Ability to communicate technical knowledge to both technical and non-technical people.
• Perform on site recertification for maintenance renewals.
• Understands and follows escalation procedures for a timely solution of reported problems.
• Ensure data is administered accurately and submitted it in a timely fashion.
• Ability to open and modify cases in an Oracle database.
• Assisting Support with planning and implementing engineering changes at customer sites.
• Maintains test equipment, tools and capital equipment in optimum condition.
• Performs shift work, travel and standby duties as well as other duties as assigned by management.
• Enhanced technical skills with Web base and Formal training.
• Keep customers and management well informed of progress when on-site.
• Willing to work cross-functional with other departments.
• Ability to troubleshoot and provide remote support to customers and field engineers as required.




Qualifications:

Education and Experience

• Currently enrolled in and pursuing an Associates in Technology/BS/MS degree at an accredited university/college
• 1 - 3 years industry experience.
• Must have a strong knowledge of data processing and/or data communications with effective problem solving skills.
• Basic understanding of SAN, ESCON, and Fiber Channel.
• Experience with Windows and UNIX operating system.
• Must be able to maintain composure under stress and have good working relationships with customers.
• Ability to periodically work nights, weekends, and holidays.
• Must be willing to use cell phone for company business (for regular contact and phone- home contact) and travel on short notice.
• Requires the ability to lift up to 45 pounds on a regular basis.
• Must be able to demonstrate resourcefulness, discretion, persuasiveness and the ability to work with minimum supervision.
• Ability to handle multiple tasks simultaneously and the ability to work in a fast-paced environment.
• Call center experience.
• Comfortable with technical and business English usage ( documents reading, e-mails, conference calls )

Brocade's Core Competencies:
• Organizational Agility: Understands Brocade‘s structure and systems, and leverages opportunities to contribute to meeting company objectives.
• Customer Focus: Develops relationships with internal and external customers that contribute to enhanced business performance.
• Drive for Results: Takes responsibility and accountability for delivering results that meet or exceed personal and company goals.
• Planning & Organizing: Proactively coordinates work activities for self and others, as appropriate, to get things done.
• Straight Talk/Communication: Clearly communicates in a straight-forward, honest, and timely manner to keep others informed about things that affect them.
• Teamwork: Works cooperatively with others as a teammate to achieve results, build morale, and celebrate the successes of others.


Physical requirements

• Frequent use of mouse and keyboard
• Frequent phone usage
• Occasional lifting up to 10 pounds

Brocade is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.


To Apply Visit Brocade Communications Systems, Inc.