Technical Support Engineer - Global Customer Support

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