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Senior Technical Support Engineer

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Location: Irvine, CA, United States 
Req ID: JR-0000037337


We are looking for a self-motivated individual with excellent project management skills and a technical background that can work collaboratively within a global, cross-functional and fast-paced environment for Global Customer Care and Warranty Services organization of Western Digital.

Role & Responsibilities:
  • Work in cross functional teams and facilitate product launches including testing, creating and facilitating trainings, product monitoring, failure analysis and post mortem reviews
  • Manage end user escalations and driving issue resolution with cross functional teams 
  • Facilitate and lead call center quality audits and recognize areas of improvement for agents and support teams

  • Bachelor’s Degree in computer science or equivalent and  3-5 years’ experience working with computer/semiconductor hardware
  • Minimum 3 years of experience of Technical Support and Troubleshooting of Data Storage products and its working with various Operating Systems and hardware
  • Experience working with call centers preferred
  • Prior experience as a top tier Technical Support Professional with  a software/hardware consumer electronics  company– a major plus
  • Excellent research and analytical skills. Ability to provide quick solution to new problems 
  • Advanced Microsoft Office skills including programming experience in Intermediate to Advance MS Excel, PowerPoint and Outlook. 
  • Project Management Experience a plus
  • Excellent customer interaction skills-both verbal and written
  • Organizational - have shown the ability to manage numerous projects simultaneously, work across the organization, and drive the necessary activities to solve customer issues.
  • Ability and experience working in a fast paced environment
  • Up to 25% international travel may be required