Principal Product Support Engineer

Job Description

Position Summary

As a Product Support Engineer (PSE), your primary role is to provide worldwide support for our data center SSD products on behalf of our product development engineering teams. During the product development phase, you will provide support within KIOXIA to ensure all customer requirements are validated before the customer qualification begins. With an emphasis on product maturity, you will act as the “voice of the customer” in the product development process. In this role, you will communicate the status of product development to the customer, align the customer on qualification schedules and work with the customer and internal stakeholders to resolve issues. This involves prioritizing and resolving complex technical and program related issues. Other responsibilities include developing a comprehensive pre-qualification strategy to ensure smooth execution of product qualifications. You will be a stakeholder in the product development decision making process with an emphasis on product maturity and customer deliverables. The role requires considerable focus on building and maintaining strong relationships with internal stakeholders and the customer. 

Key Responsibilities

• Manage schedules and qualification requirements with the customer and internal stakeholders 
• Track and manage customer requirements status and gaps 
• Effectively communicate complex technical data to the customer and internal stakeholders 
• Manage action items and drive issues to resolution in a timely manner 
• Develop customer pre-qualification strategies and execution plans 
• Perform required lab work for data collection as needed 
• Write product release notes, failure analysis reports and technical use-case white papers 

Qualifications

BS degree in computer engineering or equivalent field with minimum 12 years of experience performing validation, qualification and/or debug of data center storage products or MS degree in computer engineering or equivalent field with minimum 8 years of experience performing validation, qualification and/or debug of data center storage products  

• Proven experience in leading highly technical teams in validation, customer qualification, and failure analysis fields with a focus on data center storage 
• Proven experience engaging with customers on product validation and qualifications 
• Experience in interacting with stakeholders of a product development organization and deploying strategies to improve customer experience 
• Highly experienced in data center storage usage models 
• Technical skills to drive failure analysis and debug capabilities 
• Advanced understanding of computer system architecture fundamentals 
• General understanding of the NVM Express and Open Compute Platform specifications, including knowledge of relevant protocol/debug tools 
• Strong verbal and written communication skills 
• Able to travel when/where needed – both domestic and international 

Additional Information

Req#2289; #LI-JV1;

The expected salary for this position is $155,420.00 - $259,030.00

At KIOXIA, we value the following:

• Investment in you
  • Offering opportunities for career growth and personal development training
• Open-minded management
  • Empowering employees by listening and responding to ideas, issues, and approaches
• Flexible work-life balance
  • Offering a generous PTO allotment, holiday shutdown, and flexible work options
• Diversity of cultures, perspectives, backgrounds and experiences of all our team members
  • Through our diversity, equity and inclusion initiatives, our focus is to strengthen our company culture to create more inclusion and belonging for all
• Benefits for our team members
  • Excellent medical and non-medical benefits, 401(k) matching, pet insurance

KIOXIA America, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.