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Product Support Engineer

Job Overview:

As a Product Support Engineer (PSE), your primary role is to provide worldwide support for our datacenter SSD products on behalf of our engineering and development teams. Primarily this support is requested by our marketing and technical support teams, with some requests coming directly from the customer. During the product development phase, you’ll provide support within Toshiba to help assure any customer specifications are followed and understood. You’ll manage any design reviews needs with the customers. And finally, as the product nears qualification you’ll train the Customer Technical Support (CTS) team on the product.

As a Product Support Engineer you’ll be expected to provide ongoing product support services along the way to all those involved in the products development and support, with emphasis on product quality for the customer. You’ll place considerable focus on building and sustaining an excellent relationship with those people you work with throughout the effort, both in and outside the Toshiba organization. 

Responsibilities: 

  • Manage Customer SSD specifications/requirements into engineering team
  • Assemble and drive Design Reviews with the customer
  • Perform product Gap analysis of customer specifications and requirements
  • Drive issues to resolution in a timely manner
  • Write Change Requests as needed
  • Use JIRA system for filing and managing bugs
  • Work in the lab with the development and test/validation teams when needed
  • Assure product is qualification ready for the Customer Technical Support (CTS) Team
  • Train CTS team on product to be capable of providing level 1 support to customer
  • PSE becomes primary technical backup source to the Customer Technical Support (CTS) Team
  • Write product/feature/use-case technical whitepapers and FAQs to better support
  • Oversee any initial customer HW procurement for the engineering/validation labs
  • Assist in other areas, as assigned 

Requirements: 

  • Minimum 7 years working in an engineering product development setting
  • Good verbal communication skills (English)
  • Strong customer engagement and support skills when required
  • Extensive SSD’s knowledge and experience - Preferably in a Datacenter/Server environment
  • Experience with C programming language and Python scripting
  • Troubleshooting skills to include run/break/fix capabilities, debugging
  • Advanced understanding of computer system architecture fundamentals
  • Expertise with Windows and Linux
  • Experience with software development and debug tools (such as in-system processor probes, compilers/linkers, debuggers, source control systems, bug tracking tools - JIRA)
  • Experience working with computer equipment and peripherals
  • Expertise with data manipulation/analysis (spreadsheets or more advanced tools)
  • Expertise with PCIE/NVMe and SATA storage devices
  • Expertise in SATA, and/or PCIE/NVMe protocol and debug, including knowledge of relevant debug tools (protocol analyzers, scopes, logic analyzers)
  • Experience in interacting with all facets of a product development organization and its customers
  • Cross team managing skills of customer qualification requirements and issue resolve
  • Able to travel when/where needed – Both domestic and abroad 

Education: 

  • Bachelor's degree or equivalent in engineering or relevant field 

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Req # 1637

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