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Firmware Customer Interface Engineer

📁
Engineering
📅
JR-0000057655 Requisition #

Western Digital®

 

The next big thing in data is you!

Western Digital Corporation is seeking an experienced customer support engineer or storage device integration engineer to join its operations in San Jose, California; or Seattle, Washington. The successful candidate will join the Firmware (FW) Customer Enablement team, whose mission is to ensure customer satisfaction on firmware features, qualification and on-going support of Hard Disk Drives (HDD) and building trust with customers and field teams as a FW technical advisor. The team is responsible for engaging customers on future product feature needs, negotiating requirements, championing those requirements with the WDC FW design team, supporting bring-up of FW on new HDD programs, and providing FW engineering support to customers throughout the product life cycle. They work closely with the FW development team, sales, and field engineering teams to certify new FW to be released, while meeting all customer-specific requirements. After product qualification, they work with the FW development team and field engineering teams to coordinate maintenance release FW as well as to quickly resolve field issues. FW Customer Support Engineers use methodical problem solving to troubleshoot FW related problems by the analysis of system logs, drive logs and bus traces. This includes the proposal of experiments to reproduce issues, identify root cause and investigate corrective actions. FW Customer Support Engineers have excellent communication skills. When necessary, they coordinate failure analysis reports to customers and summaries of complex topics to upper management.  The ideal candidate will have experience supporting HDD customers’ FW needs, designing high capacity SATA or SAS storage systems software, integration or test of storage devices, supporting SATA or SAS Host Bus Adapter customers, or similar experience.

The FW Customer Support Team offices are located in Rochester, Minnesota and San Jose, California, and focuses on major US customers in the storage industry. During normal times, travel may be requested on occasion to one of these offices or customer locations, but is not a primary responsibility.   

This is an exciting time to be in the storage industry as cloud computing, enterprise datacenters, Artificial Intelligence, Big Data analytics, social media, and the Internet of Things are creating an avalanche of content that must be efficiently stored and managed to harness its full potential.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

 

  • Next Generation Products: Products in the engineering development phase, prior to Qualification Sample Release
    • Discuss product FW performance specifications and features with the customers
    • Identify and address gaps by implementing or coordinating the implementation of new features in firmware
    • Occasionally prepare and present technical presentations to customers on product firmware designs, features, and issues
  • Current Generation Products: Products that are in the process of customer qualification testing
    • Prepare customer unique code deliveries for validation in customer systems
    • Perform failure analysis on FW issues found by customers or WD test organizations
    • Answer customer questions regarding FW operation
    • Implement and deliver bug fixes or late discovery features throughout the qualification testing period in trial or official builds
    • Communicate clearly with internal sales teams, development teams and management, as well as directly to customers.
  • Sustaining Products: Products that have been successfully qualified and in production
    • Perform failure analysis on customer manufacturing fallout or field return FW issues
    • Answer customer questions regarding FW operation
    • Implement and deliver bug fixes, features for new customer platforms, or features addressing quality or manufacturing yield enhancements in trial or official builds
    • Occasionally present details to customers on firmware issues and release plans

​​​​​​​​​​​​​​​​​​​​​REQUIRED QUALIFICATIONS:

  • 6+ years of professional experience working in an area of embedded software, customer software/firmware support, storage system design, or a related field
  • Own a Bachelor’s degree in Computer Science, Software Engineering, and/or Electrical Engineering
  • Experience and familiarity with storage device standards (SATA, SAS, ZAC, TCG)
  • Proficient with basic programming techniques including: C++
  • Displayed the ability to analyze system logs, device logs and SATA or SAS bus traces
  • Strong communication, especially the ability to provide clear and concise summaries of complex topics

​​​​​​​ABOUT WESTERN DIGITAL

The future. It’s on you. You & Western Digital.

We’ve been storing the world’s data for more than 50 years. Once, it was the most important thing we could do for data. Now we’re helping the world capture, preserve, access and transform data in a way only we can.

The most game-changing companies, consumers, professionals, and governments come to us for the technologies and solutions they need to capture, preserve, access, and transform their data.

 

But we can’t do it alone. Today’s exceptional data challenges require your exceptional skills. It’s You & Us. Together, we’re the next big thing in data.

 

Western Digital® data-centric solutions are found under the G-Technology™, HGST, SanDisk®, Tegile™, Upthere™, and WD® brands.

 

​​​​​​​#LI-AD1

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