[Hiring] Field Technical Support Engineer II @Legrand Slovenija

Role Description

Legrand has an exciting opportunity for a Field Technical Support Engineer II to join the Power & Thermal Management Division supporting our Raritan and ZPE Systems business unit. This is a Remote position.

As a Field Technical Support Engineer, you'll work with a variety of cross-functional teams and technologies within the Data, Power & Control Division (DPC). Your duties will include:

• Functioning as an expert technical resource for enterprise-level customers and business partners for Raritan and ZPE Access Product Solutions (KVM, Console Servers, Service Routers, Central Management, and Cloud).
• Traveling to customer locations to deliver access products, professional services, training, and help address technical issues.
• Maintaining post-sales relationships with customers and serving as a trusted advisor.
• Identifying solutions, troubleshooting issues, and answering technical questions.
• Developing and maintaining a working knowledge of the technical architecture and business requirements of enterprise accounts.

Salary range: $80,000-$115,000 per year

Responsibilities

• Analyze computer-based technologies and develop ways to address complex engineering issues.
• Develop custom scripts to expedite deployment (shell script, Python, API, Ansible, etc).
• Analyze product data, firmware versions, and apply fixes onsite to ensure systems meet network security standards.
• Develop Access Products test routines to help customers and developers understand impacts of changes.
• Search and decipher product diagnostic information to interpret log files for failure identification.
• Apply new firmware/software upgrades and bug fixes that support customer needs.
• Use network debugging tools to identify and fix failures impacting deployment.
• Support customer IP and naming schemes during deployment.
• Coordinate cross-functional deployment project teams.
• Act as a single point of contact for all support requirements for enterprise account customers.
• Build and develop relationships with technical staff and management from the customer team.
• Develop and manage a strategic development plan for customers, identifying opportunities for growth.
• Drive and track customer escalations, partnering with the Product Management team.
• Oversee and manage all open support cases to ensure they are actively addressed.
• Develop and train team members to improve technical knowledge and project management skills.
• Partner with the product management team to ensure customer requirements are logged and prioritized.
• Contribute to and leverage standards and best practices, staying current on technology and product fronts.
• Ensure effective ownership, communication, coordination, and facilitation of support service activities.
• Increase customer loyalty by conducting regular check-in calls and performing quarterly health checks.
• Track and document status and time spent on customers for appropriate resource allocation.
• Travel up to 30 - 40 percent of the time; while not traveling, support cases.
• Perform other duties as assigned.

Qualifications

• Education: Engineering, Network Technology, or related field; or equivalent combination of education and experience.
• Experience: 2-5 years in a customer-facing environment, such as enterprise customer support and technical consulting.
• Skills/Knowledge/Abilities:
  • Demonstrated basic technical knowledge of data center facilities components.
  • Data center IT components and interconnections (servers, Blades/Blade Chassis, network switches, RACK PDUs, etc.).
  • Data center networks and protocols (IP Subnetting/VLANs, SNMP).
  • Solid Linux user/admin capability; experience in a Linux System Administrator role is a plus.
  • Knowledge of networking: configuration, integration, and diagnostics (focus on TCP/IP and HTTP(s)).
  • Familiarity with remote access (SSH, HTTPS, TELNET) and experience with Console Server and KVM.
  • Knowledge of network security: Firewall, NAT, Authentication, and Authorization.
  • Ability to isolate issues from multiple systems using SNMP.
  • Familiarity with hypervisor technologies such as VMware, Hyper-V, KVM, Proxmox, etc.
  • Excellent written, verbal, and presentation skills appropriate to both technical and management clients.
  • Strong organizational skills with the ability to manage competing client demands and multiple priorities.
  • Ability to troubleshoot technical issues at a high level.
  • Exemplary customer service attitude with business development and customer relationship management experience.
  • Ability to facilitate and harness cross-team collaboration.
  • Strong analytical skills regarding technical and project management issues.

Benefits

• Comprehensive medical, dental, and vision coverage.
• High employer 401K match.
• Paid time off (PTO) and holiday pay.
• Short-term and long-term disability benefit plans.
• Above-benchmark paid maternity and parental leave.
• Bonus opportunities in accordance with the Company’s incentive plans.
• Paid time off to volunteer.
• Active/growing Employee Resource Group network.