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About the Role

The Senior Support Specialist provides expert, in-depth support and advice to help customers resolve their solution challenges. This role involves supporting specific Hitachi Vantara products and their integration layers within enterprise solutions, requiring effective communication with all stakeholders. The specialist acts as a central point of contact for internal escalations and liaises with third-party vendors. Within the Global Support team, they will guide and develop Technical Support Specialists (tier 1) and contribute to a global 24x7 support center.

Responsibilities

Provide Level 2 specialist support to Hitachi Vantara customers and field service teams.
Lead the resolution of technical support issues, including hardware/software configuration problems, product failures, and technical inquiries.
Manage escalations internally to Hitachi and externally to third parties.
Perform problem and customer situation management, escalating to the appropriate support levels.
Communicate critical case status to customers and internal stakeholders.
Take ownership and manage support cases and associated escalations.
Adhere to and help improve corporate standards and processes for support service delivery.
Document unknown resolutions and update existing knowledge base articles.
Deliver training and workshops to enhance the technical skills of team members.
Participate in team projects to improve customer success.

Requirements

Experience with Hitachi Vantara’s Data Storage including SAN: Enterprise / RAID and Midrange Storage (Hitachi Virtual Storage Platform – VSP 5x00, VSP-G).
Experience with Brocade / Cisco SAN switches and storage replication.
Comfortable communicating effectively and proficiently with all stakeholders.

Skills

Data Storage
SAN
Hitachi Virtual Storage Platform (VSP)
Brocade SAN switches
Cisco SAN switches
Storage replication
Technical support
Problem management
Customer service

Location

Global

Work Type

24x7 support center

Experience Level

Senior

Benefits

Industry-leading benefits, support, and services for holistic health and wellbeing.
Flexible work arrangements (role and location dependent).
Sense of belonging, autonomy, freedom, and ownership.

About the Company

Hitachi Vantara is the data foundation trusted by the world’s innovators, providing resilient, high-performance data infrastructure.
We empower businesses to automate, optimize, and innovate.
We are a global team of innovators harnessing engineering excellence and passion for insight to co-create meaningful solutions.
We turn organizations into data-driven leaders that can make a positive impact on their industries and society.
Hitachi is a global company operating across a wide range of industries and regions, driven by diverse business and people.
We are committed to building an inclusive culture based on mutual respect and merit-based systems.

Equal Opportunity

We are an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic.
We provide reasonable accommodations during the recruitment process upon request.