L3 Technical Support Engineer – JBOD/JBOF Storage Systems at Western Digital

Colorado Springs, Colorado, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Data Storage, Technology, HardwareIndustries

Requirements

Bachelor’s degree in a related field OR 7 years of experience in Level 3 technical support or escalation roles
6+ years in a Level 3 technical support role or equivalent experience
Exceptional customer service and communication skills, with the ability to explain complex technical concepts to all levels of users
Experience providing Level 3 support in at least three of the following enterprise environments: Storage, Operating Systems, High Performance Computing, Data Center, Virtual Desktop, Tiered Storage/Compute, Hyperscale, or Flash-based Storage
Familiarity with JBOD/JBOF architectures, SAS/SATA/NVMe interfaces, and RAID configurations
Experience with remote desktop tools and help desk software
Expert-level knowledge of operating systems (Linux, Solaris, Mac OS X, VMware ESX, Windows Server)
Working knowledge of data storage/networking concepts, including RAID, SAN, SCSI Enclosure Services, and storage interfaces
Understanding of server performance metrics, debugging tools, and support environments
Experience with MS SQL, PostgreSQL, and MySQL databases

Responsibilities

Provide exceptional Level 3 technical support to customers and partners for JBOD/JBOF and enterprise storage systems via phone, email, and Sales Force Ticket system communication
Guide customers through step-by-step troubleshooting procedures to resolve technical issues efficiently
Create, manage, and resolve Level 3 support cases, ensuring timely resolution within specified SLAs
Document customer interactions and technical issues
Diagnose and resolve complex hardware and software issues, including RAID, storage interfaces, and connectivity problems
Escalate unresolved issues to engineering teams, collaborating to determine root causes and implement solutions
Perform deep technical troubleshooting, issue duplication, bug filing, and confirmation of problem resolution
Deliver product support training to internal and external teams
Author and maintain knowledgebase articles based on resolved cases and customer interactions
Educate customers on best practices for storage system setup, maintenance, and performance optimization
Participate in on-call support rotations, including evenings, weekends, and holidays as needed
Attend meetings, trainings, and occasional customer site visits as required

Skills

JBOD

JBOF

Storage Systems

Technical Support

Troubleshooting

Salesforce

Enterprise Storage

Western Digital

Provides data storage solutions and services

About Western Digital

Western Digital provides a variety of data storage solutions, including Network Attached Storage (NAS), Storage Area Network (SAN), private cloud, and hyper-converged infrastructure. Their products are designed to help businesses manage and store data efficiently and reliably. For example, their all-flash arrays are optimized for high input/output applications, while the JetStor brand offers cost-effective NAS and SAN arrays that support multiple host ports for improved performance. What sets Western Digital apart from its competitors is its extensive experience in the data storage market and its ability to cater to a wide range of clients, from large corporations to small businesses. The company's goal is to deliver high-value storage solutions that meet the diverse needs of its customers, ensuring they have the tools necessary for effective data management.

San Jose, CaliforniaHeadquarters

2014Year Founded

$927.9MTotal Funding

IPOCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

10,001+Employees

Benefits

Paid sick leave & vacation time

Medical/dental/vision insurance

Life, accident, & disability insurance

Tax-advantaged flexible spending and health savings accounts

Employee assistance program

Tuition reimbursement

Employee stock purchase plan

Western Digital Savings 401(k) Plan

Risks

Seagate's HAMR technology may outperform Western Digital's ePMR in high-capacity HDDs.

Toshiba's HAMR and MAMR technologies intensify competition in the storage market.

Focus on consumer products may neglect enterprise client needs, risking market share.

Differentiation

Western Digital leads in high-capacity HDDs with 32TB UltraSMR and ePMR technology.

The company offers diverse storage solutions, including NAS, SAN, and private cloud.

Western Digital's SanDisk and WD_BLACK brands target creators and gamers effectively.

Upsides

Growing demand for high-capacity storage driven by AI and data-intensive applications.

Recent product launches cater to the expanding gaming and content creation markets.

Advancements in ePMR technology enhance Western Digital's competitive edge in HDDs.

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