Position: Technical Marketing Engineer
1 month ago
We need more brilliant minds with fresh ideas to help take this skyrocketing success to the next level. If you are someone who thrives in a fast-moving, creative environment, can adapt when needed, enjoys contributing to a great, creative, customer-first team and, enjoys having fun doing it, send us your resume
We are seeking a dedicated and experienced Field Engineer to join our team. This role is crucial for ensuring that our customers achieve success with our products after the initial sale. The ideal candidate will have strong technical skills, excellent problem-solving abilities, and a passion for delivering outstanding customer support.
Responsibilities
- Technical Support: Provide advanced technical support and troubleshooting for post-sales issues, ensuring timely and effective resolution. Conduct pre-sales activities as needed.
- Customer Facing:
- Customer Relationship Management: Act as the main point of contact for customer inquiries and issues, maintaining strong relationships and ensuring high levels of customer satisfaction.
- Clearly and concisely communicate issues to customers.
- Present failure analysis results to customers and guide them through the findings.
- Determine customers’ use cases and end applications to verify corrective actions.
- Communicate clearly with different departments to drive timely resolutions.
- Correlate customer failures with our internal test procedures.
- Customer Issues (Failure Analysis and Long-Term Support):
- Help create standardized processes for failure analysis.
- Set up customer systems, replicate issues, and identify root causes.
- Work directly with suppliers to understand failure scenarios and communicate findings back to customers.
- Maintain a deep understanding of the current product portfolio, including methods to pull and analyze logs, and resolve issues with minimal assistance.
- Collaborate with engineering to generate test cases based on customer issues.
- Review and Analyze Standards:
- Review and analyze JEDEC, IPC, and MIL standards, working with engineering to align with customer requirements.
- Familiarize yourself with USB, MMC, ATA, PCIe, and NVMe standards, and decode bus traces to verify drive compliance.
- Document Review:
- Review datasheets, qualification reports, and technical presentations.
- Create technical presentations based on engineering data.
Qualifications & Requirements:
- Education: A Bachelor’s Degree in Electrical Engineering, Software Engineering, or a related field is preferred, or equivalent technical experience or certification.
- Experience: At least three years of experience in a post-sales support role or a similar technical support position, preferably within the storage industry.
- Skills: Strong technical troubleshooting skills, excellent communication and interpersonal abilities, and a customer-centric approach.
- Lab Expertise: Comfortable working in a lab environment and able to present results to customers.
- Feedback Loop: Gather and analyze customer feedback to improve our products and services, and communicate insights to the product development team.
- Documentation: Create and maintain detailed documentation, including knowledge base articles, FAQs, and troubleshooting guides.
- Product Knowledge: In-depth knowledge of memory and SSD storage products.
- Problem-Solving: Ability to analyze complex technical issues and provide clear, actionable solutions.
- Project Management: Experience managing multiple customer accounts and projects simultaneously.
Preferred Attributes:
- Experience with common Lab Tools, Oscilloscopes, Ulink drive master, SanBlaze, Power analyzer, VNA, FIO, dataloggers, Linux, Windows, is preferred.
- Familiarity with customer relationship management (CRM) systems and support ticketing tools.
- Proven track record of maintaining high customer satisfaction and handling complex support scenarios.
Why Join Us?
- Competitive Salary: up to $130K + Bonus (Based on experience).
- Benefits Package: Health insurance, paid vacation, 401K plans, paid holidays.
- Career Growth: Opportunities for professional development and career advancement within a forward-thinking company.
- Collaborative Environment: Be part of a supportive team dedicated to delivering exceptional customer service and innovative solutions.
How to Apply:
Please send your resume and a cover letter outlining your qualifications and experience to or with the subject line “Technical Marketing Engineer.” We look forward to hearing from you.
Virtium is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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