Platforms L4 Engineer
| Company | Western Digital |
|---|---|
| Location | Colorado Springs, CO, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Strong knowledge of storage architectures, platforms and devices, operating systems, and networking.
- Working knowledge of Cloud-based and on-premise environments.
- Experience with hard disk drive and flash-based devices.
- Current knowledge of the latest networking standards and best practices.
- Familiarity with high-speed communication protocols such as PCIe, DDR, Ethernet, SAS/SATA, and NVMe.
- Very familiar with computer architecture and components including motherboards, memory, and x86 CPUs.
- Server management experience including UEFI, BIOS, BMC, IPMI, Redfish, and OS/driver installation.
- Expertise in system level troubleshooting.
- Knowledgeable in board-level troubleshooting.
- Bachelor’s degree in EE, Computer Science, Information Technology, or comparable experience.
- 8+ years of experience with JBOD/JBOF storage, and server products in an advanced technical support role.
Responsibilities
- Collaborate with customers to troubleshoot and resolve complex issues escalated from L2 and L3 support teams.
- Reproduce issues, replicating customer environments as needed.
- Collaborate with Engineering as needed to provide solutions.
- Work cross functionally to provide Root Cause Analysis.
- Manage critical customer issues, facilitating communication between customers, Engineering, Product Management, Business Development, and Sales.
- Document issues and contribute to our internal team issue and bug tracking systems.
- Participate in new product training, customer training, and other support-related activities.
- Provide guidance and mentorship to L2 and L3 support engineers.
- Collaborate with Engineering to identify and address product defects and system performance issues.
- Travel occasionally, primarily domestic.
Preferred Qualifications
- Familiarity with the use of test equipment such as Logic/Protocol analyzers and high-speed real-time scopes.
- Strong technical background with excellent problem-solving and multi-tasking skills.
- Strong verbal, written, and presentation skills with the ability to convey complex ideas in a clear and simplified manner.
- High availability and commitment to customers.