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Technical Support Engineer

📁
Customer Care & Quality Assurance
📅
JR-0000050114 Requisition #

Western Digital                                                                

 
The next big thing in data is you!

 

  

Are you a self-motivated and driven support engineer?  Do you want to make a meaningful impact to a growing organization?

 

We are seeking a Technical Support Engineer (L2) who will provide support to customers, partners, and resellers of WDC products. Our customers, from large traditional enterprises and software companies to Hyperscale datacenters, including the latest and hottest web startups, demand top tier support to make best use of our technology.

 

The Technical Support Center team is the single point of contact ensuring that our customers, field staff, development partners and channel partners properly deploy the fastest and most reliable storage technology in the world.  Our support team guarantees that our customers and partners preserve and enhance the value derived from WDC products through proactive and reactive services.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

 

  • Ensure the highest level of customer satisfaction by providing exceptional customer support. 
  • Provide exceptional customer support to WDC Customers and partners via telephone calls, email, and Shared Screen communications to drive the highest level of customer satisfaction and minimize system down-time.
  • Create, manage, respond and drive to resolution support cases submitted by customers, partners, and resellers experiencing challenges using WDC server and storage hardware and software products within the specified SLA.
  • Author and submit knowledgebase articles based on customer issues and interactions.
  • Although this is an office based position, occasional travel to customer sites may be required.
  • Follow-through and manage active software problems and advancements between WDC, Customers, Partners and OEMs.
  • Attend meetings and trainings as required.
  • Other duties as assigned. 

 

REQUIRED SKILLS AND EXPERIENCE:

 

  • Bachelor’s degree in a related field OR equivalent experience working in a team-oriented help-desk or customer service environment as an L2 support representative or escalation equivalent.
  • Experience with operating systems including Linux, Solaris, MAC OS X, VMware ESX and Windows Server 2008-2012
  • 5-8 years in a technical call center/help desk as a support representative or equivalent experience in a technology troubleshooting-related field.
  • Understanding of data storage concepts and terminology including Network Storage, storage interfaces, RAID and SAN.
  • Knowledge of Python and shell scripting is a plus
  • Experience with NAS, SAN, Object Storage technologies/protocols
  • Exceptional customer service skills; must be able to successfully communicate with all levels employees in an organization via phone and e-mail in English.
  • Experience providing L2 support in at least 3 of the following Enterprise environments: Communications, Storage, Operating Systems, High Performance Computing, Data-Center, Virtual Desktop Implementations, Tiered storage/compute solutions, Hyperscale or Flash based Storage.
  • Experience installing, troubleshooting, and servicing enterprise server products from HP, Dell, IBM, Lenovo, or Supermicro.
  • Ability and desire to learn new products, technology, and support systems efficiently: Salesforce Service Cloud, Microsoft Dynamics.
  • Excellent analytical and troubleshooting skills with end-users/customers, partners, and OEMs.Able to focus on difficult challenges and works well in a fast-paced environment. 

 

 

PREFERRED SKILLS AND EXPERIENCE:

 

  • Enterprise Virtualization experience, VMware, Hyper-V.NAND Flash storage experience.
  • Professional certifications including VMware VCP, MCSA, Brocade Product Expert, SNIA, Juniper, Solaris, or Red Hat Certified Engineer.
  • Basic understanding of server performance metrics and support environments.
  • Experience with RAID controllers and storage server products.
  • Deep understanding of SCSI Enclosure services and networking protocols.
  • Understanding of clustering, erasure coding and other data protection techniques.


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.



Western Digital is an equal opportunity employer.


 

Western Digital does not discriminate on the basis of race, color, ancestry, religion (including religious dress and grooming standards), sex (including pregnancy, childbirth or related medical conditions, breastfeeding or related medical conditions), gender (including a person’s gender identity, gender expression, and gender-related appearance and behavior, whether or not stereotypically associated with the person’s assigned sex at birth), age, national origin, sexual orientation, medical condition, marital status (including domestic partnership status), physical disability, mental disability, medical condition, genetic information, protected medical and family care leave, Civil Air Patrol status, military and veteran status, or other legally protected characteristics. We also prohibit harassment of any individual on any of the characteristics listed above. Our non-discrimination policy applies to all aspects of employment. We comply with the laws and regulations set forth in the "Equal Employment Opportunity is the Law" poster.

Federal and state laws require employers to provide reasonable accommodation to qualified individuals with disabilities.  Please tell us if you require a reasonable accommodation to apply for a job or to perform your job.  Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you need any accommodation or assistance with our career site, please contact us at staffingsupport@wdc.com.


Western Digital participates in the E-Verify program in the US. For more information click hereEste empleador participa in E-Verify.


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