Western Digital · 3 months ago
L3 Technical Support Engineer – JBOD/JBOF Storage Systems
United States
Full-time
Remote
Senior Level
6+ years expWestern Digital is a company dedicated to powering global innovation and technology. They are seeking a Level 3 Technical Support Engineer to provide advanced troubleshooting and technical support for JBOD/JBOF and enterprise storage systems, ensuring high customer satisfaction through effective communication and problem resolution.
Big DataComputerHardwareManufacturingSoftware
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
Qualification
Required
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
Preferred
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
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
Western Digital Savings 401(k) Plan
Company
Western Digital
Western Digital helps customers capture, preserve, access, and transform an ever-increasing diversity of data.
10001+ employees
H1B Sponsorship
Western Digital has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (234)
2024 (537)
2023 (448)
2022 (580)
2021 (525)
2020 (332)
Funding
Current Stage
Public CompanyTotal Funding
$901.37M2023-10-31Post Ipo Debt· $1.37M
2023-01-31Post Ipo Equity· $900M
2015-09-30Post Ipo Equity
Leadership Team
Sesh Tirumala
SVP, CIO
A
Alvin B. Phillips
Founder
Recent News
2026-01-09
The Business Journal
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