Expert Technical Solutions Engineer

6 days ago

Somerset, New Jersey, United States Legrand NA Full time

About the Role

We are seeking an Expert Technical Solutions Engineer to join our team at Legrand NA. As a Technical Support Field Engineer, you will be responsible for providing technical expertise to our customers and business partners, ensuring they achieve their business goals with our products.

Job Description

In this role, you will analyze complex engineering issues, configure systems, develop custom scripts, and troubleshoot technical problems. You will work closely with cross-functional teams, including sales, development, and product management, to ensure successful implementations and post-sales relationships.

Main Responsibilities

  • Analyze computer-based technologies and identify ways to address complex engineering issues.
  • Configure systems, including IPs, DCHP, LDAP, and other authorization/authentication requirements.
  • Develop custom scripts to expedite deployment and troubleshooting.
  • Analyze PDU data and firmware versions, applying fixes onsite to ensure compliance with network security vulnerability standards.
  • Develop test routines to help customers and developers understand impacts on PDU topology.
  • Search and decipher Linux code bases to interpret log files quickly for failure identification.
  • Apply new firmware upgrades and bug fixes supporting customer needs.
  • Use network debug tools to quickly identify and fix failures impacting PDU deployment.
  • Work closely with developers and network support staff to identify IP designs causing PDU failures.
  • Support customer IP and naming schemes during deployment, working closely with the development team to create new custom scripts as needed.
  • Modify and replace failed PDU controllers, ensuring seamless integration without disrupting the customer environment.
  • Coordinate cross-functional deployment project teams, which could consist of professional services, product management, or engineers.
  • Serve as a single point of contact for all support requirements pertaining to enterprise account customers' environments.
  • Build and grow relationships with both technical staff and management from the customer team.
  • Develop and manage a strategic development plan for customers, identifying growth opportunities and delivering customer technical services to achieve high customer satisfaction and trust.
  • Drive and track customer escalations, partnering with the Product Management team and delivering Professional Services.
  • Oversee and manage all open cases, ensuring they are actively worked on and progressing towards an expeditious resolution.
  • Develop and train team members to improve their technical knowledge, project management skills, customer management skills, etc.
  • Diligently handle the onboarding of new accounts.
  • Partner closely with the product management team to ensure customer requirements are logged and prioritized, and future product direction aligns with the customer roadmap.
  • Actively contribute and leverage standards and best practices, staying current on technology and product fronts.

Qualifications and Requirements

  • Bachelor's degree in Business or related field, or equivalent combination of education and experience.
  • 2-5 years of experience in a customer-facing environment, such as enterprise customer support and technical consulting.
  • Demonstrated basic technical knowledge of Data center facilities components, Data center IT components and interconnections, Data center networks and protocols, Solid Linux user/admin capability, Familiarity with network configuration, integration, and diagnostics (TCP/IP and HTTP(s)), SNMP - Ability to isolate issues from multiple systems, VMware ESX/ESXi VM configuration/control/Windows.
  • Excellent written, verbal, and presentation skills appropriate to both technical and management clients, including effective interaction with senior executive to C-level personnel.
  • Strong organizational skills with ability to manage competing client demands, multiple priorities, commitments, and projects.
  • Ability to troubleshoot technical issues at a high level to determine the appropriate path to resolution.
  • Exemplary customer service attitude with business development and customer relationship management experience.
  • Ability to facilitate and harness cross-team collaboration by working with teams in person and virtually.
  • Strong analytical skills regarding technical and project management issues.

About Us

Legrand is a global specialist in electrical and digital building infrastructures, improving lives by transforming spaces where people live, work, and meet with electrical and digital infrastructures and connected solutions that are simple, innovative, and sustainable. We have over 39,000 employees worldwide and revenue of €7 billion, with products sold in 180 countries.

About Our Company

Legrand North and Central America employs over 6,500 associates in 50 locations, working across six divisions/sector: Audio Visual, Building Controls Systems, Data Power and Controls, Electrical Wiring Systems, and Lighting. We hold a leading position in every North American market we serve, focusing on exceeding our customers' needs within the commercial, residential, and industrial industries.

Location and Salary

This role is located in Somerset, NJ, with occasional travel up to 30-40%. The estimated salary range for this position is $95,000-$110,000 per year, depending on experience.

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