Technical Services Engineer, FlashBlade (AP)

Description

The company began as a storage pioneer and now sells a data platform. It closed fiscal 2026 with $3.7 billion in revenue, its first billion-dollar quarter, and expects growth to accelerate into FY27.

Its customers include hyperscalers, AI labs, the AI hardware supply chain, data platform providers, and the wider AI ecosystem.

Technical Services runs 24x7 support centers in North America, Asia and Europe.

You will join the 24x7 support team in Dun Laoghaire, Dublin, troubleshooting FlashBlade problems that can involve hardware, software and environmental factors. Support engineers build working relationships across departments.

Responsibilities

• Find out what the customer expects before you start working on a problem.
• Answer and resolve support cases at every severity level.
• Log and track customer issues in the ticketing system until they are closed.
• Write all customer-facing messages yourself, keeping them brief and professional.
• Write FAQ and knowledge base articles for internal or customer use.
• Coach and train junior support engineers.
• Juggle several projects and support cases at the same time.
• Argue for customer issues inside the company and speak for the company to customers.
• Run large calls with many participants, including urgent escalations.
• Expect general direction on new assignments rather than step-by-step instructions day to day.
• Take on weekend, holiday and on-call work when required.

Requirements

• At least 3 years in a professional, enterprise-level technical support role.
• Proven ability to troubleshoot complex environments that span many platforms and vendors.
• Proven record of resolving customer problems and escalations using internal and external resources.
• Experience supporting both hardware and software products.
• Ability to triage issues and escalate them to the right engineering groups when needed.
• Proficiency with Fibre Channel, Ethernet, IP and iSCSI, with a solid understanding of enterprise server components.
• Proficiency in object and file storage, or AWS S3.
• Skill in analyzing and resolving problems in Ethernet, IP and high-performance file and object storage communication layers.
• Working knowledge of Linux, Windows, VMware, LANs, WANs and storage area networks.
• Ability to troubleshoot networking, replication, performance and space issues.
• Strong organizational and time-management skills.
• Excellent customer service and communication skills.
• A bachelor's degree in computer science or a related technical field, or equivalent relevant experience.

Conditions

Based onsite in Dun Laoghaire, Dublin.

Standard shift runs Monday to Friday, 7am to 4pm.

Weekend, holiday and on-call duties apply as required.

Benefits

• Flexible time off.
• Wellness resources.
• Company-sponsored team events.