Technical Support Engineer - Global Customer Support

Sandisk•Irvine, CA

5h•Onsite

About The Position

Provides product technical leadership and serves as the connective tissue between Product/Engineering/Quality and the Global Consumer Support function. Supports all new product introduction and emerging issue training and communication coordination, serving as product support subject matter expert and driving readiness and response efficacy. Interfaces with a broad base of internal and external customers, working to educate this constituency and drive best-in-class customer experience.

Requirements

Bachelor’s degree in computer science or equivalent
3-5 years' experience in Technical Support, and Troubleshooting of data storage products with various operating systems, software, and hardware
Thorough knowledge and experience with Windows, macOS, Bluetooth, wireless technologies, and mobile devices including Android phones, tablets, iPhones, and iPads
Proficiency in Microsoft Suite of Office products
Familiar with ROHS, REACH, and compliance documentation
Technical writing, active knowledge of HTML coding, and content management

Nice To Haves

Excellent critical thinking, research, and data analytic skills
Excellent customer interaction and communication skills
Experience in fast-paced environments, and the ability to provide quick solutions to new problems
Experience providing leadership to call center business partner agents
Acts independently as part of a broader team
Expertise in managing projects to accomplish team goals and objectives
Success oriented, and results driven
Works on assignments of diverse scopes, and complexity, requiring judgment in resolving issues or in making recommendations
Works on assignments requiring considerable initiative and creativity
Understands implications of work and makes recommendations for solutions
Requires good judgment in selecting methods, techniques, and prioritizations, for obtaining solutions, results
JIRA, Agile, or equivalent tracking systems experience preferred
Oracle Service Cloud, Salesforce, or equivalent CRM experience preferred
Effective negotiation and conflict resolution skills
Expert customer service skills to represent the company in a professional and positive manner
Promote and ensure continued customer satisfaction
Project Management experience is a plus
Linux knowledge is a plus

Responsibilities

Responsible for technical support readiness of new and sustaining products for assigned products
Responsible for post release and sustaining field analysis of new and sustaining product releases
Responsible for call center business partner training, preparation, and readiness
Responsible for authoring, review, and publication of self-service customer-facing assets including knowledge base content and support video scripting
Responsible for end user escalations and driving issue resolution with cross functional teams
Provide technical leadership in call center quality audits and recognize areas of improvement for business partner support teams
Provide Tier 3 break fix, issue duplication, troubleshooting, and documentation
Update and maintain Readiness and Response Standard Operating Procedures and documentation
Responsible for monthly presentations that include, but are not limited to KPI and top call drivers for the designated product lines
Responsible for ensuring customer-facing product line support and documentation are updated and accurate
Engage with Product Marketing, Quality Engineering, eCommerce, GCS Digital Strategy, and Product Management teams to ensure SanDisk products provide the best customer experience
Serve as the voice of the customer related to designated product lines
Internal escalation points for reported product issues from other departments
Actively monitor Community Forums and Product Review channels for emerging issue trends, engaging directly in these forums when necessary and utilizing this intelligence to provide voice of customer insights to cross functional teams and improve content assets as needed
Special projects and assignments as determined and required by GCS management

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 Sandisk's Savings 401(k) Plan