Product Support Specialist

Verari Systems, Inc. is the premier developer of powerful, flexible, and scalable platform-independent blade computing systems that are defining a new era in high performance utility computing for the enterprise data center is seeking a full time Product Support Specialist.


Scope and Responsibilities

The Product Support Specialist is responsible for the resolution of product problems escalated from Helpdesk/Onsite Support. Responsible for escalating product problems to engineering & continuing to drive resolution. Influences Product Serviceability & Reliability. Influences Helpdesk/Onsite Support success rate.

• Work with Product Engineering and all levels of Support
• Provide product specific training (Repair & Diagnostics)
• Product specific problem replication and fix verification
• Visit customer sites as required to progress problem resolution.
• Ensure Beta Release training in place for new products
• Maintain Technical Library for current products/components
• Research formal training – inside/outside vendors
• Create Technical Information Bulletins, white papers
• Ensure regular progression of resolution efforts & timely ultimate resolution to escalated problems.
• Verify case tracking system entries for technical competence
• Develop trouble shooting & FRU replacement procedures
• Recommend product release & backline support process improvements
• Provide training on tools/diagnostic skills
• Ensure equipment, instrumentation, and tools are readily available
• Carry a pager, cell phone, laptop for on-call as necessary
• Responsible for document review (tech pubs)
• Train Helpdesk Staff & Field Engineers as needed
• Interface with Support Planner as required

Experience and Requirements

This position requires a technical degree and a minimum of 7-10 years relevant experience. The candidate must have excellent oral and written communications skills as well as the ability to work effectively with team members. Experience with operating systems and applications, especially Linux based, is highly desirable. The candidate for this position must be self motivated and able to work under pressure to deliver a high quality product to the end customer; must also be a self starter and work independently with minimum supervision.


Physical Requirements

• Excellence in hearing and speaking English.
• Ability to work extended hours to progress problem resolution.
• Ability to work odd hours oncall/as needed.
• Ability to travel as needed.



All resumes accepted via email at resumes@verari.com