As a member of L3 support team , the Technical support engineer will be responsible for supporting cases submitted by customers, partners, and OEMs.
A L3 Engineer will focus more on providing consultation to the L2 and work closely with Engineering for identified product bugs.
Provide exceptional customer support to Western Digital Customers via telephone calls, email, and Shared Screen communications.
Manage and support technical issues reported by our customers and provide quick and efficient resolution.
Author and submit knowledgebase articles based on customer issues and interactions.
Attend meetings and trainings as required.
Ensure Support is provided to our customers within the specified SLA.
Collaborate with Development to log and manage bugs for customer and partner issues.
Follow-through and manage active software problems and advancements between Western Digital, Customers, Partners and OEMs.
Provide support for leading enterprise products such as iomemory Flash storage, Active Archive Object Storage products, SAS, SAN and NAS storage.
BS degree plus 5+ years experience required.
Preferred 2 years in a technical call support center/help desk as a support representative or equivalent experience.
Preferred 3 years in a technology troubleshooting-related field or equivalent experience.
Experience working in a team-oriented help-desk or customer service environment as an advanced position, L2 or escalation equivalent.
Excellent analystical and expert troubleshooting skills with end-users/customers, partners, and OEMs.
Excellent customer service and communication skills, both verbal and written.
Able to focus on difficult challenges and works well in a fast-paced environment.
Ability to learn new products, technology, and support systems efficiently: SAP, Microsoft ERP, and CRM.
Must be able to demonstrate skills in operating systems including Linux, VMware ESX and Windows Server 2008-2012.
Basic understanding of data storage concepts and terminology including storage interfaces, and SAN.
Enterprise Virtualization experience.
Server storage experience; NAND Flash storage experience.
Basic understanding of server performance metrics and support environments.