Senior Customer Engineer
Senior Customer Engineer
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Job Description
Axiado is seeking an exceptional Field Application Engineer to join our growing team! This position will report directly to the VP of Customer Engineering and is a challenging opportunity that plays an important role in shaping Axiados design wins and growth. This is a highly technical role providing technical support to Axaidos customers. The role covers architectural design and implementation consultancy support along with triage of field issues.
The Engineer will be required to develop and maintain an expertise of Axiado products and ensure that a high level of customer satisfaction is maintained with customers. In addition to knowledge of our products the Engineer will be expected to bring maintain and develop knowledge and skills of the surrounding systems software and vendor landscape as well as customer requirements and industry best practice.
Provide Customer Support with the recommended troubleshooting steps for technical issues keep track of unresolved and escalated issues and take ownership of and drive customer issues until theyre fully resolved.
Troubleshoot a wide array of technical issues within complex customer environments; apply broad concepts and theories to achieve innovative and effective solutions to complex problems.
Collaborate with regional and global peers share knowledge and be a team player.
Document and open support tickets for Customer issues and drive to achieve the timely resolution of cases.
Follow case management best practices and effectively apply processes.
Lead crossfunctional customer experience review sessions with Product and Engineering.
Based on customer calls received and cases created provide trends to engineering teams by identifying possible underlying technical issues and recommending possible solutions.
Work closely with customers to help them gain a good understanding of the technical issues and the paths towards resolution. Provide both strategic and daytoday technical expertise and support for assigned accounts.
Develop strong technical relationships at the highest levels within the accounts.
Work with engineering to develop support tools for increased supportability of Axiado products by providing requirements collected through customer issue triaging.
Conduct indepth technical training and transfer of knowledge sessions to enable customers and junior Customer Support members to provide technical support to the end customers.
Contribute to the creation and sharing of knowledge (KCS)
Mentor engineers and manage daytoday tasks.
Qualifications :
Bachelors degree in Electrical Engineering Computer Engineering Computer Science or related field Masters a plus
12 years of experience in software development and customer support engineering
3 years of Organizational and Technical leadership experience in technical support and customer management.
5 years of experience working with Embedded Linux Linux Device Drivers & BSP development. Knowledge of openBMC.
Ability to earn trust maintain positive and professional relationships and contribute to a culture of inclusion.
Ability to solve engineering problems with good data driven decisionmaking skills.
Experience in use of modern software development tools (Git/GitLab Confluence Jira)
Knowledge of embedded tools: debuggers network debug tools.
Additional Information :
Axiado is committed to attracting developing and retaining the highest caliber talent in a diverse and multifaceted environment. We are headquartered in the heart of Silicon Valley with access to the worlds leading research technology and talent.
We are building an exceptional team to secure every node on the internet. For us solving realworld problems takes precedence over purely theoretical problems. As a result we prefer individuals with persistence intelligence and high curiosity over pedigree alone. Working hard and smart continuous learning and mutual support are all part of who we are.
Axiado is an Equal Opportunity Employer. Axiado does not discriminate on the basis of race religion color sex gender identity sexual orientation age nondisqualifying physical or mental disability national origin veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications merit and business need.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
