Support Engineer

Support Engineer

About OpenDrives

OpenDrives makes ultra-fast network attached storage (NAS) with roots in media and entertainment (M&E) and provides solutions for other industries like healthcare, corporate video, gaming development, surveillance video and many more.  We pride ourselves on two things: making the fastest shared storage in the world, and providing the absolute best customer experience. We’re a small and successful company on the move. We go the extra mile both for our teammates and for our customers.

OpenDrives support is at the heart of customer satisfaction.  Our customers are not just happy but excited to tell others about OpenDrives support staff.  Our customers have enough people telling them, “it’s not our problem”, so we focus on helping the customer identify and, when we can, solve, the problems they have, even when it’s not our stuff (and it’s usually not.  Like 87% of the time not. Really. We have proof.)

OpenDrives began its success track years ago and has built a great team – which includes a CEO who previously built three digital media companies, a CTO who built a Studio infrastructure, and an investor board that includes Thomas Tull, the Founder and CEO of Legendary Entertainment which was recently sold to Wanda Group for $3.5 Billion.

THE SELECTED
INDIVIDUAL WILL

As an OpenDrives support engineer, you are the face of the company.  In this position, you are the primary point of contact for all client support requests. You troubleshoot problems to identify the cause and investigate and implement solutions to resolve issues in a timely manner.  You should be super chill while doing so.

This includes:

  • Logging and tracking reported problems (tickets) completely through resolution
  • Acting as an initial point of contact for all communication from customers regarding reported problems and queries, then triage, action or escalate as appropriate
  • On-Site setup of servers and equipment
  • Keeping the Support Portal up to date with the latest documentation and fixes
  • Customer bug and/or feature request reporting
  • Eating large amounts of Pizza**
  • Drinking large amounts of Mountain Dew**

**not a real requirement

POSITION REQUIREMENTS
EXPERIENCE, TECHNICAL KNOWLEDGE
AND OTHER QUALITIES WE'RE LOOKING FOR...

You are a hero of production and post-production IT.  You excel under pressure while remaining calm, and are organized and thorough.   You sail through editing, compositing, VFX and rendering configuration panes as effortlessly as standing up workstations and servers, and you know that your customer’s deadline is your deadline.   You communicate clearly and can speak to your audience’s technical level, from console jockey to non-technical artist and everything in between.

Qualifications and/or experience we think are required to perform the role:

  • Self-motivated with the ability to work in a fast paced startup environment
  • 2+ Years of experience as PC/server Technician supporting IT-related servers, network services, and clients
  • Strong understanding of Linux
  • Strong Understanding of Networking
  • Strong understanding of Active Directory
  • General understanding of Windows server administration
  • Strong Understanding of ZFS
  • Proficiency in multiple computing environments, particularly Microsoft Windows, Unix, and OSX
  • Ability to communicate with customers, peers, and management in a professional manner
  • Ability to multi-task simultaneously with multiple projects and staff
  • Must be capable of identifying and researching technology-related issues and be capable of implementing solutions
  • Requires minimal guidance; and must be able to function in an independent manner, self-starter
  • Flexible Schedule
  • Must have a car
  • Must be able to travel internationally
  • Must be able to lift 60lbs.
  • Must be willing to work nights and weekends


Experience we think helps out a lot:

  • Strong understanding of production and post-production workflows
  • Post Production experience
  • Avid/Isis experience
  • Final Cut 7 & X experience
  • Adobe Premiere experience
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Support Engineer

About OpenDrives

OpenDrives makes ultra-fast network attached storage (NAS) with roots in media and entertainment (M&E) and provides solutions for other industries like healthcare, corporate video, gaming development, surveillance video and many more.  We pride ourselves on two things: making the fastest shared storage in the world, and providing the absolute best customer experience. We’re a small and successful company on the move. We go the extra mile both for our teammates and for our customers.

OpenDrives support is at the heart of customer satisfaction.  Our customers are not just happy but excited to tell others about OpenDrives support staff.  Our customers have enough people telling them, “it’s not our problem”, so we focus on helping the customer identify and, when we can, solve, the problems they have, even when it’s not our stuff (and it’s usually not.  Like 87% of the time not. Really. We have proof.)

OpenDrives began its success track years ago and has built a great team – which includes a CEO who previously built three digital media companies, a CTO who built a Studio infrastructure, and an investor board that includes Thomas Tull, the Founder and CEO of Legendary Entertainment which was recently sold to Wanda Group for $3.5 Billion.

THE SELECTED
INDIVIDUAL WILL

As an OpenDrives support engineer, you are the face of the company.  In this position, you are the primary point of contact for all client support requests. You troubleshoot problems to identify the cause and investigate and implement solutions to resolve issues in a timely manner.  You should be super chill while doing so.

This includes:

  • Logging and tracking reported problems (tickets) completely through resolution
  • Acting as an initial point of contact for all communication from customers regarding reported problems and queries, then triage, action or escalate as appropriate
  • On-Site setup of servers and equipment
  • Keeping the Support Portal up to date with the latest documentation and fixes
  • Customer bug and/or feature request reporting
  • Eating large amounts of Pizza**
  • Drinking large amounts of Mountain Dew**

**not a real requirement

POSITION REQUIREMENTS
EXPERIENCE, TECHNICAL KNOWLEDGE
AND OTHER QUALITIES WE'RE LOOKING FOR...

You are a hero of production and post-production IT.  You excel under pressure while remaining calm, and are organized and thorough.   You sail through editing, compositing, VFX and rendering configuration panes as effortlessly as standing up workstations and servers, and you know that your customer’s deadline is your deadline.   You communicate clearly and can speak to your audience’s technical level, from console jockey to non-technical artist and everything in between.

Qualifications and/or experience we think are required to perform the role:

  • Self-motivated with the ability to work in a fast paced startup environment
  • 2+ Years of experience as PC/server Technician supporting IT-related servers, network services, and clients
  • Strong understanding of Linux
  • Strong Understanding of Networking
  • Strong understanding of Active Directory
  • General understanding of Windows server administration
  • Strong Understanding of ZFS
  • Proficiency in multiple computing environments, particularly Microsoft Windows, Unix, and OSX
  • Ability to communicate with customers, peers, and management in a professional manner
  • Ability to multi-task simultaneously with multiple projects and staff
  • Must be capable of identifying and researching technology-related issues and be capable of implementing solutions
  • Requires minimal guidance; and must be able to function in an independent manner, self-starter
  • Flexible Schedule
  • Must have a car
  • Must be able to travel internationally
  • Must be able to lift 60lbs.
  • Must be willing to work nights and weekends


Experience we think helps out a lot:

  • Strong understanding of production and post-production workflows
  • Post Production experience
  • Avid/Isis experience
  • Final Cut 7 & X experience
  • Adobe Premiere experience
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