L3 Technical Support Engineer – JBOD/JBOF Storage Systems

Western Digital•Colorado Springs, CO

3d•Onsite

About The Position

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.

Requirements

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.
Strong problem-solving and analytical skills.
Proven troubleshooting skills in customer-facing environments.
Strong desire and ability to learn new products and technologies.

Nice To Haves

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.

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.

Benefits

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
the Western Digital Savings 401(k) Plan