Technical Support Engineer II

Position Description

Ata Glance

Legrand has an exciting opportunity for a Technical Support Engineer to join the DPC
- Power & Access Team in Reno, NV . As 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 Server Tech 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 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.

• Analyze computer-based technologies and identify and develop ways to address complex engineering issues that may arise with customers and business partners.
• Assist customers with PDU and Access products network and customized configurations, including DHCP, LDAP, and other authorization / authentication required for their access.
• Analyze PDU data and firmware versions and apply 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 on 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.
• 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 in a timely manner. Understand and leverage our Data Center Support communication structure.
• 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. Share all acquired knowledge concerning problem resolution and managing customer expectations on a regular basis.
• Lead efforts in facilitating problem recreation and failure analysis of systems level issues. Use discretion to recommend and utilize a wide variety of test equipment, diagnostic tools and techniques for problem resolution. 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 to ensure that every customer touch point is positive and effective.
• Identify ways to improve processes, standards and strategies, and…