Principal Escalation Support Engineer - Enterprise Platforms
Company: Western Digital
Location: Colorado Springs
Posted on: November 23, 2021
At Western Digital, our vision is to power global innovation and
push the boundaries of technology to make what you thought was once
At our core, Western Digital is a company of problem solvers.
People achieve extraordinary things given the right technology. For
decades, we've been doing just that. Our technology helped people
put a man on the moon.
We are a key partner to some of the largest and highest growth
organizations in the world. From energizing the most competitive
gaming platforms, to enabling systems to make cities safer and cars
smarter and more connected, to powering the data centers behind
many of the world's biggest companies and public cloud, Western
Digital is fueling a brighter, smarter future.
Binge-watch any shows, use social media or shop online lately?
You'll find Western Digital supporting the storage infrastructure
behind many of these platforms. And, that flash memory card that
captures and preserves your most precious moments? That's us,
We offer an expansive portfolio of technologies, storage devices
and platforms for business and consumers alike. Our data-centric
solutions are comprised of the Western Digital -, G-Technology---,
SanDisk - and WD - brands.
Today's exceptional challenges require your unique skills. It's You
& Western Digital. Together, we're the next BIG thing in data.
We are looking for a Principal Escalation Support Engineers to
support our enterprise customers that buy our data center storage
platforms. In this senior level position, your primary role will be
to help solve escalated customer technical issues on our
cutting-edge storage platform products. These issues are escalated
by either Level 2 Support team or a critical account. You will also
be called upon to Support onsite activities like Customer
trainings, POC deployments and provide Onsite Field Support for
certain critical customers. Your day to day will also involve
mentoring and training level 2 teams, creating knowledge articles,
actively participating in process improvement projects, working
with engineering to create supportable products - all towards one
end goal of excellent customer satisfaction.
Essential Duties And Responsibilities
Providing exceptional customer support to Western Digital customers
and partners via telephone calls, emails, and shared screen
communications to drive the highest level of customer satisfaction
and minimize system down-time;
Resolving customer issues and problems by diagnosing and
troubleshooting issue and working with customers to implement
Creating, managing, responding to, and driving to resolution
escalated support cases submitted by customers, partners, and
resellers experiencing challenges using Western Digital servers,
storage hardware, and software products within the specified
service level agreements (SLAs);
Adhering to and maintaining specified SLAs to drive resolutions to
Escalating to and working closely with software and hardware
engineering teams to determine root causes and appropriate
resolution for customers;
Using data collection and analysis tools to comprehend the nature
of the issue and analyzing the root cause to drive corrective
Performing deep technical troubleshooting, research, filings bugs,
determining root case, establishing problem solutions, and
Provide onsite support to Account Teams/Customers on on-going
operations as well as POC activities - cover POC deployments,
customer technical educational, and provide support on technical
Developing training modules and delivering product support training
to internal and external support teams, enabling them to capably
support Western Digital products as appropriate;
Authoring and submitting knowledge-based articles based on customer
issues and interactions;
These knowledge-based articles act as points of reference for
future issues that are reported, helping the support teams and
customers to resolve any known issues.
Improving the serviceability of products by working closing with
Engineering, QA, Product Management, and other internal teams to
preserve and enhance product value;
Global Subject Matter Expert (SME) in some specific chosen products
to enable customers to maintain and optimize their environments to
achieve optimal performance;
The role of Subject Matter Expert entails possessing deeper
knowledge of the product, training the rest of the team on the
product and updates, and working closely with engineering teams on
Completing models and simulations, using Western Digital's manual
or automated tools, to predict system performance under different
operating conditions; and,
Monitoring system operations and designing and conducting hardware
or software tests to evaluate current or emerging technologies to
consider factors such as cost, portability, compatibility, or
Actively participate in PoCs to drive technical success, and expand
business in different geographies
Be ready to travel at short nortices. Will involve anywhere from
25%-50% (mainly domestic) travel
BS degree in computer science or Electronics is preferred. Other
Engineering Streams are considered with experience in Implementing
and supporting Storage and Server products.
Minimum of 7-10 years of experience in solving customer issue.
Preferred 10+ years in direct onsite customer enagagement roles
solving technical issues, planning and implementing onsite
deployments, including customer trainings.
Hands-on experience various storage technologies like Hard drives,
Solid State drive, Storage Servers, Storage Enclosures and PCIe
Working knowledge of implementation and deployment of storage
technologies with various applications and filesystems, and
deployment in datacenter environment
Working knowledge of data center activities - experience in
server/system builds and teardowns.
Deep working knowledge and experience in Data Center networking and
its various components - switches, routers, VLANs, trunking,
adpators, cable-types included.
Must be able to demonstrate skills in operating systems including
Linux, VMware ESX and Windows Server. Linux skills is a must.
Have excellent customer service and communication skills, both
verbal and written and have experience in creating and delivering
Good understanding of data storage concepts and terminology
including storage interfaces, and SAN. Enterprise Virtualization
experience, Server storage experience; NAND Flash storage
Working knowledge in in bash/python scripting is a BIG plus.
Excellent analytical and expert troubleshooting skills with
end-users/customers, partners, and OEMs.
Ability to learn new products, technology, and support systems
needed to support our customers efficiently.
Ability to work with customer, discuss business requirements and
present solution designs to both customers and internal team
Ability to analyze requirements, document a solution design and
provide necessary support to sales and Engineering teams on the
Knows how to define system architecture for new or existing
computer systems using storage products.
Ability to work with SMEs, other solution Architects, Sales teams
and clients to determine the best solutions for our customer
Work time is as per business requirements. Currently the role
expects general shift hours working and On-call as need arises
(Weekday / Weekend).
Western Digital is committed to providing equal opportunities to
all applicants and employees and will not discriminate based on
their 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.
Western Digital thrives on the power and potential of diversity. As
a global company, we believe the most effective way to embrace the
diversity of our customers and communities is to mirror it from
within. We believe the fusion of various perspectives results in
the best outcomes for our employees, our company, our customers,
and the world around us. We are committed to an inclusive
environment where every individual can thrive through a sense of
belonging, respect and contribution.
Western Digital is committed to offering opportunities to
applicants with disabilities and ensuring all candidates can
successfully navigate our careers website and our hiring process.
Please contact us at [email protected] to advise us of your
accommodation request. In your email, please include a description
of the specific accommodation you are requesting as well as the job
title and requisition number of the position for which you are
Keywords: Western Digital, Colorado Springs , Principal Escalation Support Engineer - Enterprise Platforms, Engineering , Colorado Springs, Colorado
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