Staff Engineer
4 weeks ago
Axiado is seeking a highly skilled Staff Engineer - Technical Support Specialist to join our growing team. This role will play a critical part in shaping Axiado's design wins and growth by providing technical support to our customers.
The ideal candidate will have a strong background in software development and customer support engineering, with a minimum of 12 years of experience. They will be responsible for providing architectural, design, and implementation consultancy support, as well as triaging field issues.
The Staff Engineer - Technical Support Specialist will be required to develop and maintain expertise in Axiado products, ensuring high customer satisfaction. They will also be expected to bring, maintain, and develop knowledge and skills of surrounding systems, software, and vendor landscape, as well as customer requirements and industry best practices.
Key Responsibilities:- Provide customer support with recommended troubleshooting steps for technical issues
- Troubleshoot complex technical issues within customer environments
- Collaborate with regional and global peers, share knowledge, and be a team player
- Document and open support tickets for customer issues and drive timely resolution
- Follow case management best practices and apply processes effectively
- Lead cross-functional customer experience review sessions with Product and Engineering
- Provide trends to engineering teams by identifying possible underlying technical issues and recommending solutions
- Work closely with customers to help them gain a good understanding of technical issues and paths towards resolution
- Develop strong technical relationships at the highest levels within accounts
- Work with engineering to develop support tools for increased supportability of Axiado products
- Conduct in-depth technical training and transfer of knowledge sessions to enable customers and junior Customer Support members
- Contribute to the creation and sharing of knowledge (KCS)
- Mentor engineers and manage day-to-day tasks
- Bachelor's degree in Electrical Engineering, Computer Engineering, Computer Science, or related field (Master's 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, and 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 decision-making skills
- Experience in use of modern software development tools (Git/GitLab, Confluence, Jira)
- Knowledge of embedded tools: debuggers, network debug tools
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