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L4 Technical Support Engineer (Principal)

Location: Bangalore, KA, India 
Req ID: JR-0000041941


L4 Technical Support Engineer

Location:  Bangalore India
Req Id: JR-0000041941

Western Digital®

We deliver the possibilities of data. YOU define what’s possible.

Roles and responsibilities:

•Provide L4 Support for a Distributed Object Storage system; production, upgrades and installs.
•Assist support with their day to day escalations and take ownership of the more advanced type of issues that includes more code troubleshooting and properly escalating it to engineering.
•Handle communication between Field Engineers and Engineering teams by relaying product procedures and explain technical details.
•Validation of bugs reported by QA (Quality Assurance) and Field Engineers.
•Document Knowledgebase articles for L3 Support Engineers.
•Provide Trainings to Field Engineers.
•Develop utilities to automate operational tasks and remediate known issues.
•Diagnose and resolve problems in operating systems, network, storage, and hardware infrastructure.
•Develop solutions to recover from interruptions and prevent recurring occurrences problems.
•Create and maintain detailed engineering documentation and specifications.

Required Skillsets:

•Bachelor in Computer Science or equivalent through experience
•8 years+ experience in Software industry
•Solid Linux or any other UNIX systems experience required, including installation, device and network configuration and system management. 
•Solid Networking knowledge.
•Experience working with customers preferably in a support related role. Must have participated in the support of medium to large scale enterprise products and experienced with a product’s lifecycle beyond initial development. 
•Good troubleshooting skills.  Resourcefulness with strong problem solving aptitude.
•Be comfortable with reading code.
•Knowledge of contemporary software management tools and software development methodologies necessary.
•Must have excellent verbal and written communication skills.

Bonus Skillsets:

•Data Storage experience.
•Experience with NoSQL DBs.
•Experience with embedded systems and appliances.
•S3 AWS knowledge (or any other cloud platforms like Azure or Google Cloud) a plus.

Western Digital Corporation is the world’s largest data storage company with a leading portfolio of HGST, SanDisk, G-Technology and WD brands covering flash and disk-based solutions. Deployed by the largest and most prominent organizations worldwide, Western Digital solutions are everywhere, touching lives and enabling great value from the data they possess.