L3 Escalation Support Engineer - Storage

This is an exciting opportunity in Celestica's Hardware Platform Solutions (HPS) to make a positive impact and be part of a rapid business growth in a dynamic environment. This individual contributor reports to the Customer Experience (CX) organization and will be empowered and responsible for troubleshooting and resolving customer technical issues arising for Customers storage and server firmware/ software issues. The role is a technically hands-on one. The successful candidate will be an experienced technical support troubleshooter who has spent extensive amount of time successfully working on and resolving various technical issues, interfacing with customers, and managing escalations on mission-critical networks/operations. One who can be calm while working under pressure, and has strong operational experience to systemically and expediently drive issues/escalations resolutions. The Storage/Server Engineer engages with customers to understand their topology and provides suggestions, answer questions, reviews configurations, troubleshoots issues. They are also expected to participate in pre-sales activities which include (but not limited to) assist Celestica's Sales Engineers and Business Development teams. Should be highly experienced in troubleshooting a wide array of BIOS/BMC/SES related firmware issues.

Performs tasks such as, but not limited to, the following:

Acts as the primary technical contact with the customer or partner. Draws on thorough knowledge of systems architecture and hardware and software knowledge to identify root cause and proposes solutions. Coordinates with the design team to create the solution and ensures the solution resolves customer reported issues. May also work on solutions individually. Manages the relationship with the customers and partners.

• In-depth knowledge of hardware architecture and concepts related to Storage products such as JBOD/JBOF/EBOF and Server products is required.

• Understanding of BIOS is mandatory. Good understanding of BMC or SES plus Linux Kernel is highly desirable.

• Hands on hardware or software support and troubleshooting experience

• Working knowledge of programming languages such as C or Python knowledge is desirable.

• Ability to evaluate, diagnose and troubleshoot complex field issues

• Ability to simultaneously manage several projects and coordinate multiple timelines.

• Ability to communicate effectively with a wide variety of internal and external teams.

• Excellent project management, presentation skills

• Experience in directly interfacing with customers is mandatory

• Ability to travel up to 10%

• Hybrid work model

• Experiencing in writing technical documentation, creating and sharing knowledge articles and delivering knowledge TOIs (transfer of Information)