Technical Support Engineer - Irvine, CALIFORNIA, United States

Company Description · Sandisk understands how people and businesses consume data and we relentlessly innovate to deliver solutions that enable today's needs and tomorrow's next big ideas. With a rich history of groundbreaking innovations in Flash and advanced memory technologies, ...

Job description

Company Description

Sandisk understands how people and businesses consume data and we relentlessly innovate to deliver solutions that enable today's needs and tomorrow's next big ideas. With a rich history of groundbreaking innovations in Flash and advanced memory technologies, our solutions have become the beating heart of the digital world we're living in and that we have the power to shape.

Sandisk meets people and businesses at the intersection of their aspirations and the moment, enabling them to keep moving and pushing possibility forward. We do this through the balance of our powerhouse manufacturing capabilities and our industry-leading portfolio of products that are recognized globally for innovation, performance and quality.

Sandisk has two facilities recognized by the World Economic Forum as part of the Global Lighthouse Network for advanced 4IR innovations. These facilities were also recognized as Sustainability Lighthouses for breakthroughs in efficient operations. With our global reach, we ensure the global supply chain has access to the Flash memory it needs to keep our world moving forward.

Job Description

Provides product technical leadership and serves as the connective tissue between Product/Engineering/Quality and the Global Consumer Support function.  Supports all new product introduction and emerging issue training and communication coordination, serving as product support subject matter expert and driving readiness and response efficacy.  Interfaces with a broad base of internal and external customers, working to educate this constituency and drive best-in-class customer experience.

Essential Duties and Responsibilities: 

• Responsible for technical support readiness of new and sustaining products for assigned products
• Responsible for post release and sustaining field analysis of new and sustaining product releases
• Responsible for call center business partner training, preparation, and readiness
• Responsible for authoring, review, and publication of self-service customer-facing assets including knowledge base content and support video scripting
• Responsible for end user escalations and driving issue resolution with cross functional teams
• Provide technical leadership in call center quality audits and recognize areas of improvement for business partner support teams
• Provide Tier 3 break fix, issue duplication, troubleshooting, and documentation
• Update and maintain Readiness and Response Standard Operating Procedures and documentation
• Responsible for monthly presentations that include, but are not limited to KPI and top call drivers for the designated product lines
• Responsible for ensuring customer-facing product line support and documentation are updated and accurate
• Engage with Product Marketing, Quality Engineering, eCommerce, GCS Digital Strategy, and Product Management teams to ensure SanDisk products provide the best customer experience
• Serve as the voice of the customer related to designated product lines
• Internal escalation points for reported product issues from other departments
• Actively monitor Community Forums and Product Review channels for emerging issue trends, engaging directly in these forums when necessary and utilizing this intelligence to provide voice of customer insights to cross functional teams and improve content assets as needed
• Special projects and assignments as determined and required by GCS management

Qualifications

Required: 

• Bachelor's degree in computer science or equivalent
• 3-5 years' experience in Technical Support, and Troubleshooting of data storage products with various operating systems, software, and hardware
• Thorough knowledge and experience with Windows, macOS, Bluetooth, wireless technologies, and mobile devices including Android phones, tablets, iPhones, and iPads
• Proficiency in Microsoft Suite of Office products
• Familiar with ROHS, REACH, and compliance documentation
• Technical writing, active knowledge of HTML coding, and content management

Preferred:

• Excellent critical thinking, research, and data analytic skills
• Excellent customer interaction and communication skills
• Experience in fast-paced environments, and the ability to provide quick solutions to new problems
• Experience providing leadership to call center business partner agents
• Acts independently as part of a broader team
• Expertise in managing projects to accomplish team goals and objectives
• Success oriented, and results driven
• Works on assignments of diverse scopes, and complexity, requiring judgment in resolving issues or in making recommendations
• Works on assignments requiring considerable initiative and creativity
• Understands implications of work and makes recommendations for solutions
• Requires good judgment in selecting methods, techniques, and prioritizations, for obtaining solutions, results
• JIRA, Agile, or equivalent tracking systems experience preferred
• Oracle Service Cloud, Salesforce, or equivalent CRM experience preferred
• Effective negotiation and conflict resolution skills
• Expert customer service skills to represent the company in a professional and positive manner
• Promote and ensure continued customer satisfaction
• Project Management experience is a plus
• Linux knowledge is a plus

Additional Information

Sandisk is committed to providing equal opportunities to all applicants and employees and will not discriminate against any applicant or employee based on their race, color, ancestry, religion (including religious dress and grooming standards), sex (including pregnancy, childbirth or related medical conditions, breastfeeding or related medical conditions), gender (including a person's gender identity, gender expression, and gender-related appearance and behavior, whether or not stereotypically associated with the person's assigned sex at birth), age, national origin, sexual orientation, medical condition, marital status (including domestic partnership status), physical disability, mental disability, medical condition, genetic information, protected medical and family care leave, Civil Air Patrol status, military and veteran status, or other legally protected characteristics. We also prohibit harassment of any individual on any of the characteristics listed above. Our non-discrimination policy applies to all aspects of employment. We comply with the laws and regulations set forth in the "Know Your Rights: Workplace Discrimination is Illegal" poster. Our pay transparency policy is available here.

Sandisk thrives on the power and potential of diversity. As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect and contribution.

Sandisk is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at [email protected] to advise us of your accommodation request. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

Based on our experience, we anticipate that the application deadline will be 05/18/ months from posting), although we reserve the right to close the application process sooner if we hire an applicant for this position before the application deadline. If we are not able to hire someone from this role before the application deadline, we will update this posting with a new anticipated application deadline.

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Compensation & Benefits Details

• An employee's pay position within the salary range may be based on several factors including but not limited to (1) relevant education; qualifications; certifications; and experience; (2) skills, ability, knowledge of the job; (3) performance, contribution and results; (4) geographic location; (5) shift; (6) internal and external equity; and (7) business and organizational needs.
• The salary range is what we believe to be the range of possible compensation for this role at the time of this posting.  We may ultimately pay more or less than the posted range and this range is only applicable for jobs to be performed in California, Colorado, New York or remote jobs that can be performed in California, Colorado and New York.  This range may be modified in the future.
• You will be eligible to participate in Sandisk's Short-Term Incentive (STI) Plan, which provides incentive awards based on Company and individual performance.  Depending on your role and your performance, you may be eligible to participate in our annual Long-Term Incentive (LTI) program, which consists of restricted stock units (RSUs) or cash equivalents, pursuant to the terms of the LTI plan. Please note that not all roles are eligible to participate in the LTI program, and not all roles are eligible for equity under the LTI plan. RSU awards are also available to eligible new hires, subject to Sandisk's Standard Terms and Conditions for Restricted Stock Unit Awards.
• We offer a comprehensive package of benefits including paid vacation time; paid sick leave; medical/dental/vision insurance; life, accident and disability insurance; tax-advantaged flexible spending and health savings accounts; employee assistance program; other voluntary benefit programs such as supplemental life and AD&D, legal plan, pet insurance, critical illness, accident and hospital indemnity; tuition reimbursement; transit; the Applause Program, employee stock purchase plan, and the Sandisk's Savings 401(k) Plan.
• Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.