Field Applications Engineer

$131,000 - $155,000/Yr

Smart Modular Technologies - Austin, TX

Full-time - Mid Level

Austin, TX

Computer and Electronic Product Manufacturing

About the position

The Field Applications Engineer (FAE) at SMART Modular Technologies is responsible for providing technical support and managing firmware updates for the company's CXL and other product offerings. This role involves close collaboration with customers, engineering teams, and product managers to ensure successful deployment and operation of products, while also addressing system issues and gathering customer feedback for product improvements.

Responsibilities

• Act as the primary technical point of contact for customers using our products, providing timely and effective support to resolve technical issues.
• Monitor and track firmware updates for controller-based products such as SSD, NVDIMM, and CXL, coordinating with the development team for timely releases.
• Identify, analyze, and troubleshoot system issues related to products, working with engineering and development teams to diagnose problems and propose solutions.
• Create and maintain technical documentation, including user guides, troubleshooting manuals, and best practice guidelines.
• Conduct training sessions and workshops for customers to educate them on the use and benefits of technology, developing training materials as needed.
• Gather feedback from customers and field observations to provide insights for product improvements and communicate customer needs to product management and engineering teams.
• Work closely with cross-functional teams, including engineering, sales, and product management, to ensure alignment on product development and customer needs.
• Assist in the deployment and field testing of products, providing feedback and reporting on field performance.

Requirements

• Bachelor's degree in Electrical Engineering, Computer Science, or a related field; advanced degree is a plus.
• Minimum of 5-8 years of experience in a technical support or field applications role, focusing on high-performance computing or interconnect technologies.
• Strong understanding and hands-on experience with Server and PC technology, BIOS configuration, and OS installation (Windows, Win PE, and Linux).
• Strong understanding of Compute Express Link (CXL) technology and related standards is a plus.
• Demonstrated strength in debugging and problem-solving skills.
• Strong understanding of Linux and Windows operating systems; scripting is a plus.
• Experience with firmware updates, system diagnostics, and troubleshooting.
• Familiarity with hardware and software integration and performance optimization techniques.
• Familiarity with protocol analyzers and oscilloscopes.
• Excellent verbal and written communication skills, with the ability to convey complex technical concepts to non-technical audiences.
• Demonstrated ability to manage customer relationships and deliver high-quality support and solutions.
• Strong analytical and problem-solving skills with a proactive approach.

Nice-to-haves

• Advanced degree in a related field.
• Experience with customer training and technical documentation creation.

Benefits

• Medical, dental, and vision benefits
• 401k saving plan
• Paid Time Off
• Life Insurance
• Employee Assistance Plan
• Bonus eligibility