Platforms L4 Engineer

Company Description

At Western Digital, we are on a mission to unlock the potential of data so people, companies and organizations everywhere can create what's next. To fulfill our vision, we are always on the lookout for potential team members who share our passion for solving problems to empower others.

When you join Western Digital, you join a legacy more than 50 years in the making. Across our Western Digital®, SanDisk®, SanDisk® Professional, WD® and WD_BLACK™ brands, we have brought some of the most storied advancements in memory and data storage technology to market-and our best, most innovative work is yet to come.

From energizing gaming platforms, to enabling systems to make cities safer and cars smarter and more connected, to powering the data centers behind many of the world's biggest companies and public cloud, Western Digital is fueling a brighter, smarter future.

Here's how you can help.



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.

Qualifications

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.

Additional Information

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 (/ eeoc. gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6. 12. pdf) ' poster. Our pay transparency policy is available here (/ dol. gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c. pdf) .

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 jobs. accommodations@wdc. com 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 Dig.