You will work within Western Digital cross-functionally to manage and communicate effectively as you lead our efforts to troubleshoot and resolve the most complex, urgent, and visible technical issues for name-brand customers across the globe. Primary functional interfaces include Sales, Product Development/Engineering, Product Management and Customer Technical Support.
ESSENTIAL DUTIES AND 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.
REQUIRED
- 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.
SKILLS
- 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.
Western Digital is committed to providing equal opportunities to all applicants and employees and will not discriminate against any applicant or employee based on their race, color, ancestry, religion (including religious dress and grooming standards), sex (including pregnancy, childbirth or related medical conditions, breastfeeding or related medical conditions), gender (including a person’s gender identity, gender expression, and gender-related appearance and behavior, whether or not stereotypically associated with the person’s assigned sex at birth), age, national origin, sexual orientation, medical condition, marital status (including domestic partnership status), physical disability, mental disability, medical condition, genetic information, protected medical and family care leave, Civil Air Patrol status, military and veteran status, or other legally protected characteristics. We also prohibit harassment of any individual on any of the characteristics listed above. Our non-discrimination policy applies to all aspects of employment. We comply with the laws and regulations set forth in the "Know Your Rights: Workplace Discrimination is Illegal” poster. Our pay transparency policy is available here.
Western Digital thrives on the power and potential of diversity. As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect and contribution.
Western Digital is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at [email protected] to advise us of your accommodation request. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.
Based on our experience, we anticipate that the application deadline will be 02/21/2025(3 months from posting), although we reserve the right to close the application process sooner if we hire an applicant for this position before the application deadline. If we are not able to hire someone from this role before the application deadline, we will update this posting with a new anticipated application deadline.
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Compensation & Benefits Details
- An employee’s pay position within the salary range may be based on several factors including but not limited to (1) relevant education; qualifications; certifications; and experience; (2) skills, ability, knowledge of the job; (3) performance, contribution and results; (4) geographic location; (5) shift; (6) internal and external equity; and (7) business and organizational needs.
- The salary range is what we believe to be the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range and this range is only applicable for jobs to be performed in California, Colorado, New York or remote jobs that can be performed in California, Colorado and New York. This range may be modified in the future.
- You will be eligible to participate in Western Digital’s Short-Term Incentive (STI) Plan, which provides incentive awards based on Company and individual performance. Depending on your role and your performance, you may be eligible to participate in our annual Long-Term Incentive (LTI) program, which consists of restricted stock units (RSUs) or cash equivalents, pursuant to the terms of the LTI plan. Please note that not all roles are eligible to participate in the LTI program, and not all roles are eligible for equity under the LTI plan. RSU awards are also available to eligible new hires, subject to Western Digital’s Standard Terms and Conditions for Restricted Stock Unit Awards.
- We offer a comprehensive package of benefits including paid vacation time; paid sick leave; medical/dental/vision insurance; life, accident and disability insurance; tax-advantaged flexible spending and health savings accounts; employee assistance program; other voluntary benefit programs such as supplemental life and AD&D, legal plan, pet insurance, critical illness, accident and hospital indemnity; tuition reimbursement; transit; the Applause Program, employee stock purchase plan, and the Western Digital Savings 401(k) Plan.
- Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
