Full-Time Product Support Engineering Director

As the Director of Product Support Engineering, you will lead a small team responsible for providing support for our data center SSD products.

Your leadership will be critical in driving collaboration between product development and support functions to enhance product reliability and customer satisfaction.

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.

Primary Responsibilities:

• Manage schedules and qualification requirements with the customer and internal stakeholders.
• Manage and mentor technical team, ensuring effective issue resolution, knowledge sharing and continuous improvement to support processes.
• Provide technical status updates on qualification progress and issue status.
• Effectively communicate complex technical data to the customer.
• 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 joint qualification 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 and managing highly technical teams in validation, customer qualification and failure analysis fields required, with a focus on data center storage preferred.
• 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 to effectively collaborate with cross-functional teams, customers, and stakeholders.
• Able to travel when/where needed – both domestic and international

What is the last date for applying to the job?

Which countries are accepted for this remote job?