L3 Technical Support Engineer – JBODJBOF Storage Systems
L3 Technical Support Engineer – JBODJBOF Storage Systems
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1 Vacancy
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
- Bachelors 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.
Western Digital is committed to providing equal opportunities to all applicants and employees and will not discriminate against any applicant or employee based on their race color ancestry religion (including religious dress and grooming standards) sex (including pregnancy childbirth or related medical conditions breastfeeding or related medical conditions) gender (including a persons gender identity gender expression and gender-related appearance and behavior whether or not stereotypically associated with the persons assigned sex at birth) age national origin sexual orientation medical condition marital status (including domestic partnership status) physical disability mental disability medical condition genetic information protected medical and family care leave Civil Air Patrol status military and veteran status or other legally protected characteristics. We also prohibit harassment of any individual on any of the characteristics listed above. Our non-discrimination policy applies to all aspects of employment. We comply with the laws and regulations set forth in the Know Your Rights: Workplace Discrimination is Illegal poster. Our pay transparency policy is available here.
Western Digital thrives on the power and potential of diversity. As a global company we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees our company our customers and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging respect and contribution.
Western Digital is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at to advise us of your accommodation your email please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.
Based on our experience we anticipate that the application deadline will be 01/06/2026 (3 months from posting) although we reserve the right to close the application process sooner if we hire an applicant for this position before the application deadline. If we are not able to hire someone from this role before the application deadline we will update this posting with a new anticipated application deadline.
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 .
Compensation & Benefits Details
- An employees 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 California Colorado and New York. 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 Digitals 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 Digitals 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 Companys sole discretion unless and until paid and may be modified at the Companys 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 .
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
