Staff Customer Support Engineer - 2293

KIOXIA America, Inc. is the U.S.-based subsidiary of KIOXIA Corporation, a leading worldwide supplier of flash memory and solid state drives (SSDs). From the invention of flash memory to today’s breakthrough BiCS FLASH™ 3D flash memory technology, KIOXIA continues to pioneer innovative memory, SSD and software solutions that enrich people's lives and expand society's horizons. The company's innovative BiCS FLASH™ 3D flash memory technology is shaping the future of storage in high-density applications, including advanced smartphones, PCs, SSDs, automotive, and data centers.

KIOXIA America, Inc. is currently looking for a Staff Customer Support Engineer to support one of our OEM Global Accounts in Round Rock, TX. This engineer will work with the US and Japan based teams in the qualification of KIOXIA Enterprise SSD products and support related sustaining activities. Our ideal candidate should have extensive technical expertise in multi-cultural, inter­ disciplinary environments where teamwork, communication and customer interaction skills are mandatory. Project management and interpersonal skills are key to successfully complete qualification activities of KIOXIA Storage Products.

Responsibilities

• Engage/interact with our OEM customer’s engineers from multiple disciplines and serve as the first point of contact through all stages of product qualification and sustaining support activities
• Build and maintain active Action Items lists during the qualification process to enable synchronous communications with our Marketing, Sales, Engineering and Product Planning Teams
• Assist in authoring technical documents and delivering them to our OEM customers and internal engineering teams
• Work with our customers and Japanese-based teams to develop joint qualification plans, determine required equipment and develop schedules to meet our customer's requirements
• Assign tasks and priorities to test team members, track progress, and resolve issues/questions encountered during test plan execution
• Generate reports and provide timely updates to both our customers and internal support teams
• In some situations, able to jump in and help support SSD bench level testing activities in our Product Test and Qualification Engineering lab
• Maintain and manage test setups and execute test plans for our Tier 1 customer servers and storage platforms.
• Engage with internal resources to meet requirements and develop schedules that meet the customer's expectations.
• Perform first-level failure analysis on SSD drives that fail during qualification and drives returned for urgent field issues.
• Diagnose, debug and document testing issues to facilitate solutions and closure of issues with the customer and design teams.
• Track Failure Analysis activity to closure, including generating reports and providing timely updates to both internal and external support teams
• Support after-hour meetings with international teams on a regular basis
• Perform other duties related to the support of our other OEM customers

• B.S. Degree (or equivalent) in Engineering or equivalent combination of professional experience.
• The candidate must be familiar with enterprise SSD technologies and have at least 7 years of experience in the technical industry
• Working knowledge of SAS/SATA/NVMe Interfaces and a well-rounded understanding of server/storage architecture, operating systems and RAID file systems
• Proficiency in working with Enterprise Server and Storage platforms
• This role requires the ability to provide real-time, on-site customer support in the Austin, TX area to ensure prompt resolution of active issues
• Excellent communication skills for internal and external communications necessary to support a large OEM Customer
• Strong project management as well as organizational and interpersonal skills are essential

Preferred Qualifications

• Experience in using SAS/SATA/NVMe Analyzers to debug interface related issues is a plus

Req#2293; #LI-CB1;

The expected salary for this position is $115,470.00 - $192,440.00

At KIOXIA, we value the following:

• Investment in you
  • Offering opportunities for career growth and personal development training
• Open-minded management
  • Empowering employees by listening and responding to ideas, issues, and approaches
• Flexible work-life balance
  • Offering a generous PTO allotment, holiday shutdown, and flexible work options
• Variety of cultures, perspectives, backgrounds and experiences of all our team members
  • Through our opportunity, belonging and respect initiatives, our focus is to strengthen our company culture to create an environment of belonging for all
• Benefits for our team members
  • Excellent medical and non-medical benefits, 401(k) matching, pet insurance

KIOXIA America, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.