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Professional 4, Technical Support

Location: San Jose, CA, United States 
Req ID: JR-0000027025

Description

The WD Data Center Business Unit (DCBU) is seeking a talented and enthusiastic Engineer for their Professional Services Engineering (PSE) Team.  This individual will engage directly with WD clients and will be responsible for the on-site technical design verification, deployment implementation, configuration and final customer acceptance and sign off of a Western Digital Data Center Solution. 
The intent of the position is to provide Western Digital clients with expedited and thorough deployment of Western Digital Data Center Solutions and Systems, assuring that the overall “Western Digital Customer Experience” is a positive one.
This position will require overnight travel (50%), occasionally OCONUS.
 
Key Qualifications
The Principal Technologist and Consultant is accountable for successful project delivery of WD DCBU storage products and infrastructure at major Enterprise data centers and/or customer locations. In this role you are expected to engage with Sales and Systems Engineers, understand the proposed solution and work cross-functionally to create and deliver an implementation plan.  Services offered will include the installation and implementation of new storage solutions & equipment, network configuration, software management application and OS installs, infrastructure configuration and other customer specific engineering tasks.  Other tasks include working with the client to support their project implementation, managing travel to meet client needs and the delivery of all services in a timely and professional manager; always achieving high customer satisfaction.

We require an individual with excellent technical skills as well as the ability to effectively communicate internally with stakeholders and externally with customers, work independently, and have the ability to think of the whole picture when solving day-to-day technical problems. The role should be able to effectively work and communicate both technically and strategically with enterprise customers – all the way from ‘C’ level to the network administrators in the data center.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.
 
These are some of the Success Factors of the Principal Technologist and Consultant
    • Must be a Self-motivated IT Services professional with comprehensive experience in Enterprise data center infrastructure implementations, with broad exposure to a variety of technologies and concepts utilized in large distributed environments.
    • Demonstrated abilities to lead technical integration and solutions design efforts.
    • Experience deploying “Storage Centric” HW/Software/Application solutions in complex environments is a huge advantage.
    • Experience working with Sales and Sales Engineering during pre-sales, POC and qualification cycles.
    • Strong engineering and stakeholder collaboration skills with the ability to inspire internal stakeholders and our customers with technical competence.
    • Strong debugging and troubleshooting abilities (tools, methodology)
    • Strong Customer Facing and Internal team Collaboration Skills.
    • Exceptional communication skills, both written and verbal.
    • Experience leading and engaging in technical deployment discussions customers and internal customer facing teams.
    • Passionate about Quality and Customer Success and Satisfaction.
    • Creative and able to think outside the box for technical problem resolution.
    • Ability to provide internal “design for supportability” guidance and RAS recommendations for product improvements based on customer experiences.
Technical Knowledge, Skills and Abilities: minimum of 2 or more of the following:
    • Guru level networking skills with current or recent-past certifications is a must.
    • Detailed technical experience in the installation, configuration and operation of Storage Subsystems and Management interfaces is a huge plus (Dell, EMC, HP, HDS, IBM, NetApp)
    • Detailed understanding of Linux (we use Ubuntu) kernel modules, debugging strategies, device drivers, networking, memory and I/O subsystems.
    • Scripting skills in Python preferred or similar ( Ruby/Perl )
    • Understanding of primary storage technologies such as SAS, SATA, Flash, NVMe, PCI, RAID, Clustering, HA, DR, Erasure Coding, Virtualization, Replication, DeDupe.
    • Knowledge of protocols such as NFS, CIFS, FCP and iSCSI
    • General understanding of Cloud distributed infrastructure such as AWS S3, MS Azure, Openstack Swift, Apache Spark, Java
    • Administrative knowledge of firmware, BIOS boot operation, BIOS interaction with system platform components, BIOS debug, IPMI interface, X86, SES, computer system architecture.

 

Education and Experience:

  • 10+ year’s Applicable Enterprise Compute/Storage/Network Engineering, Sales Engineering, Field Services Engineering experience.
  • Technical degree (BSEE, BSIE, BSME, CS) preferred, equivalent work experience.

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Travel Requirements:
  • 25%  domestic and international travel, at times on very short notice.