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Principal Engineer, Firmware Engineering

JR-0000054697 Requisition #

customer Support Engineer for Storage Device Firmware

Shanghai, China


Firmware Customer Support, HDD Firmware Customer Enablement, HDD Firmware Engineering

Western Digital Information Technology (Shanghai) Co., Ltd.

Requisition #: JR-0000054697



Western Digital®


The next big thing in data is you!

The Western Digital Corporation is seeking an experienced firmware (FW) support engineer to join its operations in Shanghai, China. The successful candidate will join the FW Customer Support Team. This is a Customer Enablement team of which mission is to ensure customer satisfaction on features, qualification and on-going support. The team is responsible for bringing up new Hard Disk Drive (HDD) FW and providing FW engineering support to customers throughout the product life cycle. They work closely with the FW development teams and Customer Technical Support team to certify a new FW to be timely released, meet all customer-specific requirements. After products are in production, they work with FW development teams and Customer Technical Support teams to provide maintenance release FW and to quickly resolve field issues. FW Customer Support Engineers use methodical problem solving to troubleshoot FW related problems by the analysis on system logs, drive logs and bus traces. It 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 FW Customer Support Team is located in Shanghai Pudong area and Shenzhen, China, to focus on major Chinese customers in the storage industry. Travel within main land China is required approximately once a month in average. The first 6-months will involve extensive training in China and Japan (depending on the situation). This assignment requires proficiency in English and Mandarin Chinese.

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.


·       Next Generation Products: Products in the engineering development phase, prior to Qualification Sample Release

o   Discuss product FW performance specifications and features with the customers

o   Identify and address gaps by implementing new features

·       Current Generation Products: Products that are in the process of customer qualification testing

o   Prepare customer unique code deliveries in conjunction with qualification tests or

o   Perform failure analysis on qualification test FW issues

o   Answer customer questions regarding product FW operation

o   Implement and deliver bug fixes or late discovery features throughout the qualification testing period in trial or official builds

·       Sustaining Products: Products that have been successfully qualified and in production

o   Perform failure analysis on customer manufacturing fallout or field return FW issues

o   Answer customer questions regarding product FW operation

o   Implement and deliver bug fixes, features for new customer platforms, or features addressing quality or manufacturing yield enhancements in trial or official builds





·       Bachelor’s degree in Computer Science, Software Engineering or Electrical Engineering

·       Minimum 3- 5 years of experience working in an area of embedded software or related field

  • Proficient with basic programming techniques including: C++

·       Knowledge of Linux operation from shell command line, and some knowledge of disk management under Linux

  • English language proficiency
  • Mandarin Chinese language proficiency



  • 3-5 years of experience within the storage industry

·       Knowledge of SAS and SATA standards

·       Knowledge of Linux kernel

  • Proficient with basic scripting techniques including: Python and Tcl



  • Skilled in analyzing system logs, device logs and bus traces
  • Strong communication, especially the ability to provide clear and concise summaries of complex topics


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