Field Technical Support Engineer II-REMOTE

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). Daily interactions can range from first-time users to advanced partners, sales, development, and product management teams. Your duties will be to function as an expert technical resource for our enterprise-level customer base and business partners for the Raritan and ZPE Access Product Solutions (KVM, Console Servers, Service Routers, Central Management, and Cloud).

Additionally, you will be responsible for traveling to customer locations to deliver access products, professional services, training, help address technical issues, and maintain post-sales relationships with our customers. You will serve as a trusted advisor to ensure successful implementations, ensure assigned customers achieve targeted business benefits from their investment in Legrand/PAC, and help customers serve as positive references and continue their Access product implementation.

Your technical abilities will be critical in identifying solutions, troubleshooting issues, and answering technical questions as they arise. You will serve as the primary escalation point and be accountable for identifying and directly addressing technical issues.

You are expected to develop and maintain a working knowledge of the technical architecture and business requirements of enterprise accounts. This position requires a strong technical background, excellent client and project management skills, and a proven ability to understand technical workflows as needed. Successful candidates must be action-oriented and able to travel, communicate clearly and effectively with both technical and business audiences at multiple levels.

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

Benefit Highlights
: LNCA offers comprehensive medical, dental, and vision coverage, as well as distinctive benefits like a 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, and an active/growing Employee Resource Group network.

• 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 configuring IPs and custom customer configurations, including DHCP, LDAP, and other authorization/authentication requirements required by customers for their software and firmware.
• Develop custom scripts to expedite deployment (shell script, Python, API, Ansible, etc).
• Analyze product data, firmware versions, and apply fixes onsite to ensure systems remain aligned with the latest network security vulnerability standards.
• Develop Access Products test routines that help customers and developers understand the impacts of changes to the Access topology.
• Search and decipher product diagnostic information to quickly interpret log files for failure identification.
• Apply new firmware/software upgrades and bug fixes that support customer needs.
• Use network debugging tools to quickly identify and fix failures that impact deployment.
• Work closely with developers and network support staff to identify IP designs that may be causing access product failures.
• Support customer IP and naming schemes required during deployment and work closely with the development team to create new custom scripts as needed.
• Coordinate cross-functional deployment project teams, which could consist of professional services, product management, or engineers.
• Act as a single point of contact for all support requirements as they pertain to enterprise account customers' environments.
• Build and develop relationships with both technical staff and management from the customer team.
• Develop and manage a strategic development plan for your customers, including identification of opportunities for growth. Direct the delivery of customer technical services to achieve high customer satisfaction and trust.
• Drive and track customer escalations, including partnering with the Product Management team and delivering Professional Services. Escalate issues…