Company Description
At Western Digital, our vision is to power global innovation and push the boundaries of technology to make what you thought was once impossible, possible.
At our core, Western Digital is a company of problem solvers. People achieve extraordinary things given the right technology. For decades, we've been doing just that—our technology helped people put a man on the moon and capture the first-ever picture of a black hole.
We offer an expansive portfolio of technologies, HDDs, and platforms for business, creative professionals, and consumers alike under our Western Digital, WD, WD_BLACK™, and SanDisk Professional brands.
We are a key partner to some of the largest and highest-growth organizations in the world. From enabling systems to make cities safer and more connected, to powering the data centers behind many of the world's biggest companies and hyperscale cloud providers, to meeting the massive and ever-growing data storage needs of the AI era, Western Digital is fueling a brighter, smarter future.
Today's exceptional challenges require your unique skills. Together, we can build the future of data storage.
Job Description
The Level 3 Technical Support Engineer serves as a senior escalation point for customers and partners experiencing complex issues with JBOD (Just a Bunch of Disks), JBOF (Just a Bunch of Flash), and related storage solutions. This role provides advanced troubleshooting, drives cases to resolution, and ensures the highest level of customer satisfaction through expert technical support delivered via phone, email, and remote sessions.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provide exceptional Level 3 technical support to customers and partners for JBOD / JBOF and enterprise storage systems via phone, email, and Sales Force Ticket system communication.
- Guide customers through step-by-step troubleshooting procedures to resolve technical issues efficiently.
- Create, manage, and resolve Level 3 support cases, ensuring timely resolution within specified SLAs.
- Document customer interactions and technical issues.
- Diagnose and resolve complex hardware and software issues, including RAID, storage interfaces, and connectivity problems.
- Escalate unresolved issues to engineering teams, collaborating to determine root causes and implement solutions.
- Perform deep technical troubleshooting, issue duplication, bug filing, and confirmation of problem resolution.
- Deliver product support training to internal and external teams.
- Author and maintain knowledgebase articles based on resolved cases and customer interactions.
- Educate customers on best practices for storage system setup, maintenance, and performance optimization.
- Participate in on-call support rotations, including evenings, weekends, and holidays as needed.
- Attend meetings, trainings, and occasional customer site visits as required.
Qualifications
REQUIRED
Bachelor's degree in a related field OR 7 years of experience in Level 3 technical support or escalation roles.6+ years in an Level 3 technical support role or equivalent experience.Exceptional customer service and communication skills, with the ability to explain complex technical concepts to all levels of users.Experience providing Level 3 support in at least three of the following enterprise environments : Storage, Operating Systems, High Performance Computing, Data Center, Virtual Desktop, Tiered Storage / Compute, Hyperscale, or Flash-based Storage.Familiarity with JBOD / JBOF architectures, SAS / SATA / NVMe interfaces, and RAID configurations.Experience with remote desktop tools and help desk software.Expert-level knowledge of operating systems (Linux, Solaris, Mac OS X, VMware ESX, Windows Server).Working knowledge of data storage / networking concepts, including RAID, SAN, SCSI Enclosure Services, and storage interfaces.Understanding of server performance metrics, debugging tools, and support environments.Experience with MS SQL, PostgreSQL, and MySQL databases.SKILLS
Strong problem-solving and analytical skills.Proven troubleshooting skills in customer-facing environments.Strong desire and ability to learn new products and technologies.Preferred Qualifications
Experience with NAND Flash storage, RAID controllers, and storage server products.Deep understanding of clustering, erasure coding, and data protection techniques.Professional certifications such as VMware VCP, MCSA, Brocade Product Expert, SNIA, Juniper, Solaris, or Red Hat Certified Engineer.Additional Information
All your information will be kept confidential according to EEO guidelines.
Notice To Candidates
Please be aware that Western Digital and its subsidiaries will never request payment as a condition for applying for a position or receiving an offer of employment. Should you encounter any such requests, please report it immediately to Western Digital Ethics Helpline or email compliance@wdc.com.
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 those states. This range may be modified in the future.If your position is non-exempt, you are eligible for overtime pay pursuant to company policy and applicable laws. You may also be eligible for shift differential pay, depending on the shift to which you are assigned.You will be eligible to be considered for bonuses under either Western Digital's Short Term Incentive Plan (STI Plan) or the Sales Incentive Plan (SIP) 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.Notice To Candidates
Please be aware that Western Digital and its subsidiaries will never request payment as a condition for applying for a position or receiving an offer of employment. Should you encounter any such requests, please report it immediately to Western Digital Ethics Helpline or email compliance@wdc.com.
J-18808-Ljbffr
