SanDisk is hiring a Technical Support Engineer to provide product technical leadership and act as the key link between Product, Engineering, Quality, and Global Consumer Support. You will ensure support readiness for new products, serve as the subject matter expert, and drive the efficacy of support responses.
What You'll Do
- Drive technical support readiness for new and sustaining products within your assigned portfolio.
- Conduct post-release and sustaining field analysis for product releases.
- Prepare and train call center business partners for readiness.
- Author, review, and publish customer-facing self-service assets like knowledge base content and support video scripts.
- Manage end-user escalations and drive issue resolution with cross-functional teams.
- Provide technical leadership in call center quality audits and identify areas for improvement.
- Perform Tier 3 break-fix, issue duplication, troubleshooting, and documentation.
- Update and maintain Readiness and Response Standard Operating Procedures.
- Deliver monthly presentations on KPIs and top call drivers for designated product lines.
- Ensure all customer-facing product support documentation is accurate and up-to-date.
- Engage with Product Marketing, Quality Engineering, eCommerce, GCS Digital Strategy, and Product Management to optimize customer experience.
- Serve as the voice of the customer for designated product lines.
- Act as an internal escalation point for product issues reported by other departments.
- Monitor Community Forums and Product Review channels for emerging trends, engaging directly when needed and using insights to improve content and inform teams.
- Take on special projects and assignments as required by GCS management.
What We're Looking For
- A Bachelor’s degree in computer science or an equivalent field.
- 3-5 years of experience in Technical Support and troubleshooting of data storage products across various operating systems, software, and hardware.
- Thorough knowledge and experience with Windows, macOS, Bluetooth, wireless technologies, and mobile devices including Android phones/tablets, iPhones, and iPads.
- Proficiency in the Microsoft Office Suite.
- Familiarity with ROHS, REACH, and compliance documentation.
- Technical writing skills and active knowledge of HTML coding and content management.
Nice to Have
- Excellent critical thinking, research, and data analytic skills.
- Excellent customer interaction and communication skills.
- Experience in fast-paced environments and providing quick solutions to new problems.
- Experience providing leadership to call center business partner agents.
- Ability to act independently as part of a broader team.
- Expertise in managing projects to accomplish team goals.
- A success-oriented and results-driven mindset.
- Experience working on assignments of diverse scope and complexity, requiring judgment in resolving issues and making recommendations.
- Initiative and creativity in tackling assignments.
- Good judgment in selecting methods, techniques, and prioritizations to obtain results.
- Experience with JIRA, Agile, or equivalent tracking systems.
- Experience with Oracle Service Cloud, Salesforce, or equivalent CRM systems.
- Effective negotiation and conflict resolution skills.
- Expert customer service skills to represent the company professionally.
- A focus on promoting and ensuring continued customer satisfaction.
- Project Management experience.
- Linux knowledge.
Technical Stack
- Windows, macOS, Bluetooth, Wireless Technologies
- Android, iOS
- Microsoft Office Suite, HTML
- JIRA, Agile
- Oracle Service Cloud, Salesforce
- Linux
Team & Environment
You will interface with Product Marketing, Quality Engineering, eCommerce, GCS Digital Strategy, and Product Management teams to ensure SanDisk products deliver the best customer experience.
Benefits & Compensation
- Paid vacation time and sick leave.
- Medical, dental, and vision insurance.
- Life, accident, and disability insurance.
- Tax-advantaged flexible spending and health savings accounts.
- Employee assistance program.
- Voluntary benefit programs (supplemental life and AD&D, legal plan, pet insurance, critical illness, accident and hospital indemnity).
- Tuition reimbursement and transit benefits.
- Applause Program.
- Employee stock purchase plan.
- SanDisk's Savings 401(k) Plan.
- Short-Term Incentive (STI) Plan.
- Long-Term Incentive (LTI) program (RSUs or cash equivalents) for eligible roles.
Salary range is applicable for jobs performed in California, Colorado, New York or for remote jobs that can be performed in those states, plus equity. RSU awards are available to eligible new hires.
SanDisk is committed to providing equal opportunities to all applicants and employees and will not discriminate based on race, color, ancestry, religion, sex, gender, age, national origin, sexual orientation, medical condition, marital status, physical disability, mental disability, medical condition, genetic information, protected medical and family care leave, Civil Air Patrol status, military and veteran status, or other legally protected characteristics.
