Storage Technical Support Specialist

This is a hybrid role based in Morrisville, NC

Job Responsibilities:

Technical Support & Troubleshooting

• Provide advanced technical support for customers using Lenovo ThinkSystem DM Series and DE Series storage solutions.
• Provide technical support for NetApp ONTAP-based storage environments.
• Troubleshoot and resolve complex storage hardware, software, configuration, connectivity, and performance issues.
• Analyze system logs, diagnostic data, configuration information, alerts, and performance information to identify root causes.
• Develop clear and technically accurate action plans for customers and internal support teams.

Storage Administration & Configuration

• Support storage installations and configurations involving Direct Attached Storage (DAS), Storage Area Networks (SAN), Network Attached Storage (NAS), Block Storage, File Storage, Object Storage, and NVMe / NVMe-based technologies.
• Troubleshoot storage connectivity and protocol issues involving Fibre Channel, iSCSI, NFS, CIFS / SMB, SAS / SCSI, and NVMe.
• Configure, manage, and troubleshoot volumes, LUNs, storage pools, volume groups, disk groups, RAID, Dynamic Disk Pools (DDP), tiering, thin provisioning, deduplication, compression, snapshots, replication, SnapMirror, and storage encryption.

Performance, Availability & Reliability

• Diagnose and tune storage environments to improve performance, availability, and reliability.
• Troubleshoot high-availability configurations, controller failover, redundancy, and multipathing.
• Isolate failures involving storage controllers, drives, shelves, adapters, HBAs, network connectivity, firmware, operating systems, and storage management software.

Customer Case Management

• Provide support for highly technical and sophisticated enterprise customer environments.
• Own customer cases through troubleshooting, escalation, resolution, validation, and closure.
• Maintain clear and timely communication with customers throughout the lifecycle of a technical case.
• Participate in the on-call rotation and provide support for critical customer incidents when required.

Engineering Escalation & Collaboration

• Escalate potential product defects, reliability concerns, recurring issues, and software defects to Development Engineering, Product Engineering, and other appropriate engineering teams.
• Document technical findings and provide engineering teams with relevant logs, diagnostics, troubleshooting results, and reproduction information.
• Collaborate with customers, Technical Support Engineers, Advanced Technical Support, Product Engineering, Development Engineering, Field Service, and Service Delivery teams.

Documentation & Knowledge Management

• Develop and maintain technical documentation, troubleshooting procedures, knowledge articles, and support best practices.

Basic Requirements:

• Minimum 3 years of experience in enterprise storage technical support, infrastructure support, or a related technical role.

Preferred Qualifications:

• Bilingual in English and Spanish to help with customer collaboration

• Hands-on experience with Lenovo ThinkSystem DM and DE Series storage platforms and comparable enterprise storage technologies.

• Strong knowledge of NetApp ONTAP, DE Series architecture, and SANtricity System Manager administration and troubleshooting.

• Experience supporting block, file, object, and NVMe/NVMe-oF storage environments.

• Experience configuring and managing LUNs, volumes, storage pools, volume groups, RAID, Dynamic Disk Pools (DDP), and multipathing.

• Strong understanding of SAN, NAS, DAS, Fibre Channel, iSCSI, NFS, and CIFS/SMB protocols and environments.

• Experience supporting high-availability architectures, controller failover, takeover/giveback, replication, and redundant storage solutions.

• Knowledge of storage optimization technologies including snapshots, SnapMirror, thin provisioning, deduplication, compression, tiering, and encryption.

• Experience with storage performance analysis and troubleshooting, including latency, throughput, IOPS, controller utilization, and disk performance.

• Experience integrating and supporting storage with VMware, Windows Server, Linux, and enterprise operating systems, including storage networking and connectivity troubleshooting.

• Strong analytical, documentation, communication, and customer service skills, with the ability to independently manage complex technical issues in a geographically distributed environment; relevant storage, cloud, VMware, Microsoft, Linux, or SNIA certifications and English/Spanish proficiency are a plus.

Other Requirements:

• Rotating shifts may be required.
• Weekend and holiday coverage may be required.
• Participation in an on-call rotation may be required.
• Position operates under Lenovo's 3:2 hybrid work schedule, based on applicable site requirements.
• Specific shift assignments will be determined based on location and business coverage requirements.
• English required; Bilingual Spanish preferred.