Technical support engineer

Providing exceptional customer support to Western Digital customers and partners via telephone calls, emails, and shared screen communications to drive the highest level of customer satisfaction and minimize system down-time; Resolving customer issues and problems by diagnosing and troubleshooting issue and working with customers to implement resolution provided. Creating, managing, responding to, and driving to resolution support cases submitted by customers, partners, and resellers experiencing challenges using Western Digital Platform including servers, storage hardware, and software products within the specified service level agreements (SLAs);Adhering to and maintaining specified SLAs to drive resolutions to reported issues. Escalating to and working closely with software and hardware engineering teams to determine root causes and appropriate resolution for customers; Using data collection and analysis tools to comprehend the nature of the issue and analyzing the root cause to drive corrective actions. Performing deep technical troubleshooting, research, filings bugs, determining root case, establishing problem solutions, and confirming resolutions. Authoring and submitting knowledge-based articles based on customer issues and interactions; These knowledge-based articles act as points of reference for future issues that are reported, helping the support teams and customers to resolve any known issues

Qualifications

Bachelor s degree in computer science or Electronics is preferred. Other Engineering Streams are considered with experience in Implementing and supporting Storage and Server products.

• Preferred 4+ years in a technical support industry as a technical support representative or equivalent.
• Willing to work in shifts.
• Strong knowledge of storage protocol: SAS, SATA, NVMe and iSCSI
• Working knowledge of implementation and deployment of storage technologies with various applications and filesystems
• Working knowledge of different Storage architectures and backup/DR strategies
• Hands-on experience with various storage technologies like Hard drives, Solid State drive, Storage Servers, Storage Enclosures and PCIe devices (NVMe, SAS and SATA)
• Good understanding of Enterprise Virtualization and NAND Flash storage experience
• Strong Unix/Linux and Windows system administration skills.
• Experience with scripting (i. e. bash, Python, PowerShell etc. ) is a BIG plus
• Excellent analytical and expert troubleshooting skills with end-users/customers, partners, and OEMs.
• Excellent customer service and communication skills, both verbal and written.
• Ability to learn new products, technology, and support systems needed to support our customers efficiently.
• Ability to work with SMEs, other escalation engineering teams, Sales teams and clients to determine the best solutions for our customer requirements.
• Work time is as per business requirements.