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Customer Support Engineer

Job Description:

Toshiba Memory America, Inc. is currently looking for a Senior-level Customer Support Engineer or manager to support our OEM Global Accounts in the eastern US. This candidate will work with Toshiba’s US and Japan based engineering teams during the qualification of Toshiba Enterprise SSD products, as well as with manufacturing and quality teams in S.E. Asia to support sustaining activities. The ideal candidate should have experience with technical management of products sold to Tier 1 Enterprise customers, and extensive technical expertise in storage-related technologies and with SSDs in particular. In addition, the candidate should have experience operating in multi-cultural, inter­disciplinary work environments where teamwork, communication and customer interaction skills are required in order to successfully achieve their objectives.


  • Engage/interact with customer technical representatives spanning multiple disciplines, and serve as the first point of contact for any customer technical issue through all stages of product qualification, and sustaining support activities through product EOL
  • Work with technical marketing and design engineering resources to devise customer plans and management strategies
  • Author technical documents and deliver/explain them to OEM Customers
  • Act as “representative” of the customer for internal planning and strategy discussions/meetings
  • Work with our customer and Japanese-based teams to develop joint qualification plans, acquire required equipment and execute/track/report on schedules to meet our customer's requirements
  • Work with Program Management resources to build and maintain technical Action Item lists during the qualification process, and to drive internal resources to resolve/close these actions
  • Report/Communicate with Technical Marketing, Sales, Engineering and Product Planning Teams to address customer issues or perceived risks related to any technical issue
  • Perform first-level failure analysis on drives which fail during qualification and of drives returned due to urgent field issues.  Track status on drives and monitor FA activity with remote teams in Asia until the FA is closed, including generating reports (like “8D”) and presentations, and to provide timely updates to both our OEM and internal support teams while the issue is worked to closure
  • Perform other duties related to the support of our large OEM customer in the east coast region


  • Must be living in or prepared to relocate to the New England area, preferably Massachusetts
  • Must have (or be able to get) a valid passport for international travel
  • Ability to travel to Japan or other Toshiba sites in Asia as well as all regions within the continental US
  • The candidate must be familiar with enterprise SSD technologies and have at least 5 years of experience in this industry
  • Working knowledge of SAS/SATA/NVMe Interfaces as well as a well-rounded understanding of server/storage architectures, operating systems and RAID file systems
  • The candidate must have excellent communication skills and experience working with Japanese engineering teams
  • B.S. Degree (or equivalent) in Engineering (Mechanical, Production, Electrical, Electronics or Computer Science)


  • Experience in using SAS/SATA/NVMe Analyzers and other electrical diagnostic tools is considered a plus

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Req # 1653

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