Storage and Backup Engineer V

PRIMARY RESPONSIBILITY: A Backup & Storage Engineer is a key element within the support infrastructure and is expected to provide a high level of technical support to Rackspace-customers.

As a Backup & Storage Engineer, you will be the owner and or subject matter expert responsible for complex customer issues until resolution. The Engineer applies best practices and problem-solving techniques to identify the source of problems, while simultaneously keeping the customer informed. The Engineer maintains, diagnoses, and administers a customer's environment on various platforms. Engineer is expected to use initiative and advise the customer on potential issues they may experience, to better serve the stability and security of the customer's environment.

The Engineer creates and maintains customer loyalty by serving customers above and beyond their expectations and will exercise ethical judgment in decision making to routinely deliver FANATICAL customer support.

KNOWLEDGE/SKILLS/ABILITY:

• Able to communicate in a clear and concise manner both in written form of emails, ticket comments, and verbally on phone with internal and external customers.
• Must have experience working in enforced change and risk control environments
• Strong attention to detail, interpersonal and time-management skills.
• Self-motivated; ability to maintain excellence in service with moderate supervision. Strong analytical and problem-solving skills. Ability to successfully work and promote inclusiveness in small groups. Ability to provide FANATICAL support.
• Strong knowledge in technology troubleshooting methodologies, design, and implementation.
• Able to resolve problems in an efficient and timely manner. Able to handle multiple tasks simultaneously without dropping attention to detail or risk eversion.
• Expert knowledge and understanding of troubleshooting, testing, and performance tuning in Storage platforms. Expert knowledge of storage best practices for current VMware, Windows and Linux operation systems, File systems
• Strong working knowledge of Networking, Fiber Channel concepts, and technologies
• Hands on experience of a combination within Pure[JG1] , Rubrik, Dell pPowersStore / pPower sScale, Qumulo and Brocade Fiber Channel Switches required.
• Experience in Dell Insight IQ, SyncIQ, Rubrik Security Cloud,
• Expert knowledge of Storage & Backup methodologies.
• Excellent time management [JG2] and organizational skills.
• Able to work well under pressure and under stressful situations while supporting customers.
• Ability to provide FANATICAL support

JOB COMPLEXITY:

• Accountable in overseeing team achieve/maintain team level KPIs and Queue health
• Work on technical tickets, follows pre-defined processes to plan and execute technical change as requested by customers. Responds to queries from customers regarding performance, process and recommendations based on Rackspace best practices
• Coach team members on developing necessary technical skills that get results
• Builds new storage configurations via software installation, LUN/Volume provisioning for new requests or expansion requests, host zoning and registration, quality control, and ticket consolidation. Decommission storage devices. Performs host un-zoning and de-registration, and server clean up
• Experience with provisioning and end-to-end troubleshooting with NAS protocols SMB 2, 3.x., NFS v3, v4
• Experience in provisioning and end-to-end troubleshooting with Windows DFS and Active Directory
• Performs troubleshooting for host end-to-end connectivity, host-side storage software, and storage component failures
• Work remotely with data center engineers for hardware troubleshooting as well as shelf adds, node adds and other peripheral upgrades
• Work remotely with Network Security Engineers including performance, troubleshooting and new deployments concerning VLAN, VLAN tagging, trunking, VPN, firewall rules and configurations
• Escalates critical component failures to engineers. Answers general configuration questions, audits environments, and performs quality control as part of storage fleet management. Provides performance statistics reporting, software reporting, and storage reporting to meet requests by customers and Rackspace leaders.
• Workwith Customers/Account Teams, Vendors to schedule maintenance activities including storage OS upgrades, data migrations and storage hardware upgrades
• Audits Array and CORE logs, performance, utilization, and validates data accuracy in Rackspace records. Also audits reference tools such as, Wiki, SharePoint, RSS feed, etc
• Assists with scheduling and working host-side maintenances including, quality control, HBAs, Re-kicks, LUN expansions and migrations, Cab migrations, and migration cutovers. Upgrades software, firmware, and drivers, and performs regular system health checks
• Makes recommendations for process and procedure improvements.
• Consistent regular interaction with both internal and external customers as well as account managers and management.
• Resolve escalated customer issues and manage escalations further to internal support.
• Primary Block Storage Administrator - Pure Storage Performance monitoring, PowerStore 5000T and 1200T Performance Monitoring, Qumulo, and configuration of all the preceding
• SAN Monitor and Configuration - Brocade / Broadcom Storage Area Network Director Switch Fabric Zoning and performance monitoring
• Network Attached Storage - Qumulo SMB Performance and Replication monitoring, Isilon / PowerScale Performance & Replication
• VMware virtual machine deployment from template or ISO via Python GUI and PowerShell script using an Excel file for configuration information. Operating System hardening is performed as part of the build
• VMware virtual machine build auditing using the same Python GUI and separate PowerShell script
• Backup administration - Rubrik Daily Failed Jobs and Errors Investigate and resolve

KEY ACCOUNTABILITIES:

• To provide the highest level of Storage & Backup Technical support
• Create and maintain customer loyalty by serving customers above and beyond their expectations
• Take ownership of issues until resolution
• Responsible for solving customer's technical issues
• Support customers primarily via phone and tickets

EXPERIENCE/EDUCATION:

• Minimum 15 years Storage and Fiber Channel switch experience gained in role with Pure, Cohesity, Dell power store / power scale, Qumulo. experience preferred.
• BE/B Tech
• Must have Storage (Pure, Cohesity, Dell power store / power scale, Qumulo.) related valid certifications
• At the hiring manager's discretion, additional relevant experience may substitute for the degree requirements
• Health Care Storage and Backup Administration preferred

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.