Engineering Resolution Team Engineer Graduate

Description

You will join a Customer Solution Centers team that handles customer access, pre-sales, post-sales, technical support and service delivery.

The company builds technology that helps customers secure and use their data and applications across edge and cloud environments.

Most of the work is hands-on in an engineering lab, where you test, diagnose and fix faults in hardware, software, settings and how systems connect.

The technical teams resolve issues for customers, field engineers and Authorized Service Providers across standard, specialized and complex systems.

You work on your own within set methods and policies, weigh unusual cases, recommend fixes, bring in other specialists when needed, and give input to the team with some help on project direction.

This is an intermediate-level role.

Responsibilities

• Investigate, reproduce and fix hardware, firmware, configuration, interoperability and system-integration faults in the lab.
• Set up, configure, test and troubleshoot compute, storage, networking, peripheral and related infrastructure.
• Review customer and field issues using logs, diagnostic tools, test results, product documentation and lab resources.
• Design and run test plans to isolate faults, find likely root causes and confirm fixes.
• Assess unusual or complex installations and system interactions, then recommend a resolution.
• Test workarounds, replacement parts, firmware updates and configuration changes before recommending them.
• Carry out approved part swaps, system rebuilds, reconfigurations and other hands-on diagnostics.
• Answer service, product, technical and customer questions on features, specifications, repairs, current and discontinued products, parts and options.
• Deliver support in line with each customer's entitlement, including warranty, support contract and mission-critical coverage.
• Spot recurring problems early and propose steps to prevent or reduce them.
• Keep case records and engineering systems accurate and up to date.
• Record test conditions, configurations, troubleshooting steps, root causes, fixes and validation results.
• Add validated resolutions, procedures and technical findings to the Knowledge Management System.
• Escalate suspected product defects, documentation gaps and recurring issues through the set processes.
• Work with engineering, field service, technical support, service delivery and Authorized Service Provider teams as needed.
• Keep work within service-level agreements, quality standards, escalation rules and customer commitments.
• Explain findings, recommendations and status updates clearly, in writing and out loud.
• Represent the company professionally at approved customer visits, conferences, trade shows, vendor meetings and technical reviews.
• Build good working relationships with the Sales Pursuit team and support them technically.
• Argue for customer needs while weighing technical feasibility, entitlement, security, safety, policy and business needs.
• Help improve lab methods, troubleshooting processes, diagnostic tools, technical documentation and resolution quality.

Requirements

• Vocational or technical certification, apprenticeship completion, associate degree, or equivalent practical experience.
• Experience in lab engineering, technical support, infrastructure, systems engineering, field service, hardware troubleshooting or a similar technical setting.
• Hands-on experience setting up, configuring, testing and troubleshooting compute, storage, networking, operating system or peripheral technology.
• Industry certifications or technical qualifications relevant to your assigned technology area, where applicable.
• Working knowledge of computing, storage, networking, operating systems, peripherals and related infrastructure.
• Ability to build, change, test and restore lab configurations accurately and safely.
• Ability to design test plans, read test results and write repeatable technical findings.
• Strong analytical, root-cause and problem-solving skills.
• Proficiency with diagnostic tools, test equipment, system logs, monitoring utilities and technical documentation.
• Proficiency with case management, engineering documentation, lab asset and knowledge management systems.
• Clear written and spoken communication, including explaining findings to both technical and non-technical audiences.
• Ability to juggle several investigations and meet set timelines.
• Strong customer service and relationship skills, with the ability to work across engineering, support, field service, service delivery, sales and business teams.
• Ability to communicate in the language needed for the assigned customer population or market.
• Ability to follow lab equipment handling, security, environmental and safety procedures.

Conditions

The role is onsite, mainly at a company office, and regular presence in the engineering lab is required.

You may work with servers, storage systems, networking gear, electronic components, racks, cabling, powered equipment and other technical hardware.

The job may involve standing, walking, reaching, bending and handling equipment within safety and handling limits.

Occasional travel to customer sites, vendor meetings, industry events or technical reviews may be required, depending on business needs.

You must be able to perform the essential functions of the role with or without accommodation.

Base salary is USD 53,600 to 107,400 per year in Texas, with the actual offer depending on location, experience, education or training, and skill level; variable incentives may also be offered on top of base pay.

The company is an equal opportunity employer and makes decisions based on qualifications, merit and business need.

Benefits

• Health and wellbeing benefits designed to support physical, financial and emotional health.
• Career development programs to deepen your expertise or move into another division.
• Flexibility to manage work and personal needs.
• An inclusive workplace where varied backgrounds are valued.