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Systems Support Technician
full-time•Boulder•$58k - $63k
About this role
Spectra Logic Corporation is a global leader in data management, data protection and data storage technology, providing compelling solutions that preserve, protect, and defend data at scale. With its focus on data storage innovation for more than 40 years, we are expanding our reach from storage infrastructure to cloud integrated data management.
Reporting to the Manager of Technical Support, you will be a key player in Spectra’s 24/7 Technical Support Department, providing customers with full support for Spectra’s robotic tape libraries, disk products and software applications. The ideal candidate will thrive in a fast-paced environment while providing world-class customer service to resolve our customers' technical issues through remote sessions, email communication and over the phone.
You will be joining a team of problem solvers. They have a wide range of personalities, but they share key common traits: they love to solve technical problems, they enjoy learning, and they help each other. Most importantly, they are focused on helping our customers. They work hard, they work together, and they enjoy the challenges presented. New hires will spend a minimum of eight weeks during an initial specialized training period to learn about our products and how to support them with continued training occurring on an ongoing basis.
WHAT YOU’LL BE DOING:
- Performing technical analysis and troubleshooting of Spectra Logic hardware and software products
- Establishing remote sessions to connect to customer systems for diagnostic purposes
- Exercise independent judgment regarding corrective action
- Implementing corrective action plans that provide timely resolution of technical problems affecting the customer experience
- Engaging appropriate processes to achieve resolution of customers’ technical issues
- Answering incoming technical support phone calls
- Responding to customer emails and providing written documentation of troubleshooting steps
- Providing OS and backup software support
- Taking corrective action to provide timely resolution of technical problems
- Actively participating in the escalation process
- Following-up on customer issues
- Traveling to local customer sites for training purposes and break/fix situations
WHAT YOU NEED TO BRING TO THE TABLE:
- Bachelor’s degree in a technical field or equivalent work experience preferred
- Prior technical experience and/or technical certifications preferred
- At least one-year industry specific experience is essential
- Excellent troubleshooting ability utilizing logical processes and error log analysis
- Experience with various operating systems and backup software packages
- Data storage experience and knowledge of tape drives and disk storage arrays
- A general understanding of PCs, server hardware and networking
- Experience as a backup, systems or network administrator or possession of A+, Network+ and/or Security+ certifications is a major plus
- Exceptional customer service experience is essential
- The ability to clearly communicate technical topics both verbally and in writing
- A strong desire to provide world-class customer support
IT WOULD BE NICE IF YOU HAD:
- Experience with Spectra products and major backup software packages
- Fluency in another language, especially Spanish or French
WORK SCHEDULE:
Day shift – Monday to Friday
TRAVEL:
Up to three weeks (estimated) of travel per year
Up to three weeks (estimated) of travel per year
COMPENSATION: Base salary range: $58,000 to $63,000 annually. While this salary range is a good faith and reasonable estimate, a candidate’s actual salary will be competitive based on a variety of factors including the candidate’s knowledge, skills, experience and location.
BENEFITS:
Spectra provides a casual work environment and a compensation structure that rewards contribution and hard work. Our comprehensive benefits package includes:
- Medical, dental and vision insurance
- 401K with matching
- Health Savings Account (HSA) and Flexible Spending Account (FSA) options
- Short-term and long-term disability insurance
- Employee Assistance Program
- Paid vacation, holidays, and sick time
- Educational reimbursement
- Hybrid work options
WHY SPECTRA?
Located in the foothills of the Rocky Mountains in Boulder, Colorado, Spectra is an entrepreneurial, private company with more than 40 years of proven success preserving, protecting, and defending the world’s data. Spectra offers a challenging, flexible, and creative work environment. Our culture is one that drives personal opportunity and advancement and rewards high performance while maintaining a high-quality work-life balance. We offer a casual, hybrid work environment with ample opportunity to learn and grow within the company. Work out on your own or with our trainer at one of the on-campus gyms; grab lunch or snacks onsite or challenge the CEO to a game of pinball; and grow your career with peers who are second to none.
APPLICATION DEADLINE:
Spectra anticipates the application window closing approximately 30 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require Spectra to shorten or extend the application window.
PRIVACY:
By applying for this position, Spectra’s Privacy Notice for Job Applicants will apply to the processing of your data.
SPECTRA IS AN EQUAL OPPORTUNITY EMPLOYER
Spectra is committed to recruiting and retaining a diverse and inclusive workforce. We are proud to be an Equal Opportunity Employer, and we never discriminate against applicants or employees on the basis of age, color, disability, gender, gender identity, gender expression, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other characteristics protected by applicable law.
What you'll do
- You will perform technical analysis and troubleshooting of Spectra Logic hardware and software products while providing full support for customers. This includes establishing remote sessions, implementing corrective action plans, and engaging in the escalation process.
About Spectra Logic
Spectra Logic is a leader in data management and data storage solutions, providing innovative products that help businesses manage, preserve, protect, and defend their data. Our offerings include tape storage, file and object storage, and comprehensive data management software. We are committed to delivering high-quality, reliable, and scalable solutions to help organizations efficiently manage, migrate, and store long-term data with features that make it ransomware resilient.
To learn more, visit www.SpectraLogic.com.
Why Spectra?
At Spectra, you’ll thrive in a challenging, flexible, and inspiring work environment that values creativity and growth. Join a people-first culture where high performance is rewarded, career advancement is encouraged, and work-life balance is more than just a promise.
Ready to join Spectra Logic?
Take the next step in your career journey
Frequently Asked Questions
What does Spectra Logic pay for a Systems Support Technician?
Spectra Logic offers a competitive compensation package for the Systems Support Technician role. The salary range is USD 58k - 63k per year. Apply through Clera to learn more about the full compensation details.
What does a Systems Support Technician do at Spectra Logic?
As a Systems Support Technician at Spectra Logic, you will: you will perform technical analysis and troubleshooting of Spectra Logic hardware and software products while providing full support for customers. This includes establishing remote sessions, implementing corrective action plans, and engaging in the escalation process..
Is the Systems Support Technician position at Spectra Logic remote?
The Systems Support Technician position at Spectra Logic is based in Boulder, Colorado, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the Systems Support Technician position at Spectra Logic?
You can apply for the Systems Support Technician position at Spectra Logicdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.