POSITION SUMMARY:
Primary Job Description
• Responsible for supporting priority customers independently about technical questions and issues on SMART Modular Flash storage and DRAM products to make sure customer can use our product smoothly
• Interface with internal design teams, FAE team, sales teams, suppliers, and customers as needed
• Prompt international and local traveling must be required for priority customer on-site support
• Support with strong product knowledge and debug skills
PRINCIPLE DUTIES AND RESPONSIBILITIES:
• Create and audit FA reports and on-site/support RMAs to make sure customers can get response of failure products with less complaints and protect SMART Modular at the same time
• Review meeting with controller vendors if team cannot find root cause after 2 weeks when the RMA or product qualification issue is received
• Daily status update to internal teams for review if the customer issue is pending for more than one month
• Checking/tracking detail status of products for customers
• Setup test environment to duplicate failure symptom and operate equipment to observe failures
• Understand memory module with technical specifications in hardware/firmware/software aspects
• Ability to study and understand various interface specification and related technology
• Understand design target, DVT plan and testing method/programs
• Support sale team for FAE tasks upon request