Technical Support Engineer Tier II (Hybrid)

Legrand, North America - Franklin Township, NJ

Full-time - Mid Level

Franklin Township, NJ

10,001+ employees

Furniture and Related Product Manufacturing

About the position

At a Glance, Legrand has an exciting opportunity for a Technical Support Engineer Tier II (Hybrid) to join the Data Center Power & Control Division in Somerset, NJ. As a Tier-II Technical Support Engineer, you'll work with a variety of cross-functional teams and technologies within the Data, Power, & Control division (DPC). The daily interactions can range from first-time users to advanced partners and sales, development, and product management. Your duties will be to function as an expert technical resource for our customer base and business partners for the Intelligent Power Distribution Units (PDU) and Access Solutions from Raritan and ServerTech brand products. You must be disciplined, self-motivated, self-confident, and able to build productive working relationships. You must thrive in a fast-paced environment where learning new products and new technical concepts are part of your daily routine. You must be an excellent communicator with a knack for explaining complex topics in simplistic ways. You must enjoy problem-solving and troubleshooting, and you must have analytical skills and attention to detail. You will be required to assist with customer issues via phone, email, and remote sharing sessions. Our Tier II Technical Support Engineers are the most important resource for product expertise for our customers and, in many cases, our sales force. As such, you will be expected to maintain a high-quality customer support focus at all times. You will analyze computer-based technologies and identify and develop ways to address complex engineering issues that may arise with customers and business partners. Examples of such duties include assisting customers with PDU and Access products network and customized configurations, analyzing PDU data and firmware versions, developing PDU and network test routines, and using network debug tools to quickly identify and fix failures that impact PDU & Access product deployment. You will also provide remote advanced training to enterprise customers when necessary and perform other duties as assigned.

Responsibilities

• Assist customers with PDU and Access products network and customized configurations, including DCHP, LDAP, and other authorization/authentication required for their access.
• Analyze PDU data and firmware versions and fixes to ensure they remain compliant with the latest network security vulnerability standards.
• Develop PDU and network test routines that help customers and developers understand the impacts of changes over the PDU topology.
• Search and decipher customer troubleshooting data to quickly interpret log files for failure identification.
• Use network debug tools to quickly identify and fix failures that impact PDU & Access product deployment.
• Work closely with developers and customers to troubleshoot reported issues and triage log data for issue resolution.
• Support customer IP and naming schemes required during PDU deployment and work closely with the development team to create new custom scripts as needed.
• Modify and replace failed PDU controllers and ensure seamless integration without disruption to the customer environment.
• Travel to the customer site on an as-needed basis, with travel needed up to 20 - 30 percent of the time.
• Provide remote advanced training to enterprise customers when necessary.
• Perform other duties as assigned.
• Use judgment, creativity, and sound technical knowledge to develop engineering solutions.
• Identify, document, and report design, reliability, and maintenance issues.
• Gain support and commitment from others and mobilize team members to resolve customer issues promptly.
• Effectively communicate procedural and technical issues to internal and external customers in a fast-paced and customer-critical environment.
• Maintain a 'closed-the-customer-loop' communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status.
• Lead efforts in facilitating problem recreation and failure analysis of systems-level issues.
• Provide documentation and direct feedback to Technical Specialists, Engineering Managers, Sales, and other members of our Support team as appropriate.
• Coordinate efforts to monitor and track customer issues or concerns and provide responsive updates at regular intervals to customers.

Requirements

• Bachelor's degree from a four-year College or University with an emphasis in Computer Science, Business, or a related field or an equivalent combination of education and experience.
• 2-5 years in a 'customer facing' environment such as enterprise customer support and technical consulting.
• Demonstrated basic technical knowledge of data center facilities components (UPS, PDUs, single and 3 Phase Power).
• Knowledge of data center IT components and interconnections (servers, Blades/Blade Chassis, network switches, RACK PDUs, etc.).
• Understanding of data center networks and protocols (IP Subnetting/VLANs, SNMP/Modbus).
• Solid Linux user/admin capability; prior Linux System Administrator role is a plus.
• Familiarity with network configuration, integration, and diagnostics (focus on TCP/IP and HTTP(s)).
• Ability to isolate issues from multiple systems, including the ability to read an MIB and map values to our data model via the dynamic plugin.
• Ability to work independently of clear direction and to work outside of a traditional office.
• A strong desire to learn new technical concepts and a willingness to work in an environment that changes quickly.
• Experience supporting web technologies in a multi-tier configuration is desired.

Nice-to-haves

• Scripting skills and networking/sysadmin tools experience to reduce diagnostic time and effort are desired.
• Experience supporting large enterprise Fortune 500 companies is a plus.
• 3+ years in a customer field support role.
• Presentation skills to prepare and present to large and small groups on technical and functional topics.
• The desire to learn new skills and the desire to coach, mentor, and train peers throughout the organization.

Benefits

• Health insurance
• 401k
• Paid holidays
• Flexible scheduling
• Professional development opportunities