Field Engineer for Enterprise and High-End Storage (HES)

What success looks like in this role:

• Serve as Field Engineer for Enterprise and High-End Storage (HES) environments, supporting complex infrastructure across the company’s product and service portfolio.
• Perform break/fix diagnostics and repair for enterprise servers, storage platforms, and related infrastructure, ensuring service restoration and SLA compliance.
• Execute installations and implementations of enterprise hardware and storage solutions, including configuration, validation, and post-installation stabilization.
• Provide technical support for critical service events (Sev 1 / priority calls), ensuring rapid troubleshooting, escalation coordination, and service recovery.
• Deliver technical support to strategic enterprise and hyperscale customers, including Unilever, Henkel, Pure Storage, Amazon, BT, Quantum, and Internal Systems, ensuring operational continuity and high service standards.
• Provide on-site and remote support across Bogotá, the Sabana industrial perimeter, and nationwide locations, including remote regions requiring extended travel.
• Use advanced diagnostic tools and technical expertise to resolve complex issues involving servers, storage, operating systems, and related infrastructure.
• Collaborate with engineering teams, technical support, and vendors to resolve escalated incidents and complex technical challenges.
• Provide backup coverage during Field Engineer vacations for key client accounts and operational commitments.
• Maintain accurate service documentation and ticket closure, ensuring compliance with operational procedures and service delivery standards.
• Maintain required technical certifications and continuously update product knowledge across supported enterprise platforms and technologies.

You will be successful in this role if you have:

High School Diploma or GED required
May require technical certification or Associate Degree
Generally, 4-6 years’ experience in area of responsibility

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