Sr. Support Engineer/Field Service in Natick, MA

? Provides high level tech support and product and systems level support in the Central engineering and taking problem escalation directly from shift support specialist. ? Provides future product, feature or function support planning. Provides direct service to the field for highly complex configurations, upgrades install/deinstall planning or other unusual technical issues. Works with Tech Support to gather product failure details by analyzing and documenting the failure environment. When required, report on failure in detail and facilitate root cause analysis and a quality solution.?Applies background and details gained in above problems to suggest process improvements, documentation updates and education seminars as appropriate. Reproduces problems and verifies support processes to eliminate field problems. ? Architects highly complex, storage solutions across the appropriate engineering environments to meet business requirements or enhance performance. ? Provides configuration changes and support covering