Field Applications Engineer

Penguin Solutions • Newark, TX

2d • $128,000 - $155,000

About The Position

For more than 30 years, SMART Modular Technologies has been helping customers around the world enable high-performance computing through the design, development and advanced packaging of specialty memory solutions. Our robust portfolio ranges from today’s leading-edge technologies to standard and legacy DRAM and Flash storage products. We provide standard, ruggedized and custom memory and storage solutions that meet the needs of diverse applications in high-growth markets. Overview As a Field Applications Engineer (FAE), you will be responsible for providing technical support, managing firmware updates, and addressing system issues related to our CXL and other product offerings. You will work closely with customers, engineering teams, and product managers to ensure the successful deployment and operation of our product line.

Requirements

• Education: Bachelor’s degree in Electrical Engineering, Computer Science, or a related field.
• Experience: Minimum of 8+ years of experience in a technical support or field applications role, with a focus on high-performance computing, interconnect technologies, or similar domains.
• Technical Skills: Strong understanding and hands-on experience with Server and PC technology, BIOS configuration and Windows, Win PE and Linux OS installation. Demonstrated strength in debugging and problem-solving skills. Strong understanding of Linux and Windows operating systems. Strong understanding of NVMe/PCIe protocol and requirements for CXL/Flash Experience with firmware updates, system diagnostics, event logs, and troubleshooting. Familiarity with hardware and software integration, as well as performance optimization techniques. Familiarity with protocol analyzers and oscilloscopes.
• Familiarity with JIRA & salesforce; along with ability to create dashboards and manage stand-up meetings
• Communication Skills: Excellent verbal and written communication skills. Ability to convey complex technical concepts to non-technical audiences.
• Customer Focus: Demonstrated ability to manage customer relationships and deliver high-quality support and solutions.
• Problem-Solving: Strong analytical and problem-solving skills with a proactive approach to identifying and addressing issues.

Nice To Haves

• Strong understanding of Compute Express Link (CXL) technology and related DRAM/Storage standards (JEDEC, SATA, NVMe, etc) a plus
• Ability to create scripts for issue replication & debug is a plus

Responsibilities

• Customer Support : Act as the primary technical point of contact for customers using our products. Provide timely and effective support to resolve technical issues and answer questions related to product functionality and performance. Must have strong lab and debug assist skills.
• Firmware Management : Monitor and track firmware updates for controller-based products such as SSD, NVDIMM, and CXL. Coordinate with the development team to ensure timely releases and effective deployment of firmware updates.
• System Issue Resolution : Identify, analyze, and troubleshoot system issues related to our products. Work with engineering and development teams to diagnose problems, propose solutions and ensure resolution.
• Technical Documentation : Create and maintain technical documentation, including user guides, troubleshooting manuals, and best practice guidelines for our products.
• Customer Training : Conduct training sessions and workshops for customers to educate them on the use and benefits of our technology. Develop training materials and resources as needed.
• Product Feedback : Gather feedback from customers and field observations to provide insights for product improvements and feature enhancements. Communicate customer needs and requirements to the product management and engineering teams.
• Collaboration : Work closely with cross-functional teams, including engineering, sales, and product management, to ensure alignment on product development and customer needs.
• Field Testing : Assist in the deployment and field testing of our products. Provide feedback and report on field performance to support product refinement and validation .

Benefits

• The position is bonus-eligible, and there are medical, dental, and vision benefits available.
• There is a 401k saving plan and other benefits, such as Paid Time Off, Life Insurance, and an Employee Assistance Plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level