Storage Technical Support Specialist

Job Summary: We are seeking a highly motivated and experienced DE/DM Storage Technical Support Specialist to join Lenovo’s Customer Engagement Center (CEC) Support Team. The successful candidate will provide advanced technical support for customers using Lenovo ThinkSystemDM Series, DE Series, NetApp ONTAP, SAN, NAS, and enterprise storage solutions. This role will be responsible for troubleshooting complex technical issues, managing customer escalations, isolating hardware and software failures, and driving issues through resolution while delivering an exceptional customer experience. You will be part of a highly skilled and versatile team of Technical Support Engineers and Technical Leads responsible for supporting business-critical customer environments. The ideal candidate will apply strong knowledge of enterprise storage technologies, storage networking, operating systems, hardware, firmware, and host integrations to efficiently diagnose and resolve complex storage-related problems. This position plays an important role within Lenovo's 24x7 enterprise support organization and requires strong technical ownership, communication, collaboration, and problem-solving skills.

This is a hybrid role based in Morrisville, NC

Job Responsibilities:

Technical Support & Troubleshooting

• Provide advanced technical support for customers using Lenovo ThinkSystemDM 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 FibreChannel, 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 ThinkSystemDM and DE Series storageplatforms and comparable enterprise storage technologies.

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

• Experience supporting block, file, object, and NVMe/NVMe-oFstorageenvironments.

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

• Strong understanding of SAN, NAS, DAS, FibreChannel, iSCSI, NFS, and CIFS/SMBprotocols and environments.

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

• Knowledge of storage optimization technologiesincluding 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.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.