Technical Support Engineer II

At a Glance

Legrand has an exciting opportunity for a Technical Support Engineer to join the DPC- Power & Access Team in Reno, NV. As Technical Support Engineer, you'll work with a variety of cross-functional teams and technologies within the Data, Power, & Control division (DPC). The daily interactions can range from first-time users to advanced partners and sales, development, and product management. Your duties will be to function as an expert technical resource for our customer base and business partners for the Intelligent Power Distribution Units (PDU) and Access Solutions from Raritan and ServerTech brand products.

You must be disciplined, self-motivated, self-confident, and able to build productive working relationships. You must thrive in a fast-paced environment where learning new products and new technical concepts are part of your daily routine. You must be an excellent communicator with a knack for explaining complex topics in simplistic ways. You must enjoy problem-solving and troubleshooting, and you must have analytical skills and attention to detail. You will be required to assist with customer issues via phone, email, and remote sharing sessions.

Our Technical Support Engineers are the most important resource for product expertise for our customers and, in many cases, our sales force. As such, you will be expected to maintain a high-quality customer support focus at all times.

What Will You Do?

• Analyze computer-based technologies and identify and develop ways to address complex engineering issues that may arise with customers and business partners.  Examples of such duties include:
• Assist customers with PDU and Access products network and customized configurations, including DHCP, LDAP, and other authorization/authentication required for their access.
• Analyze PDU data and firmware versions and apply fixes to ensure they remain compliant with the latest network security vulnerability standards.
• Develop PDU and network test routines that help customers and developers understand the impacts of changes on the PDU topology.
• Search and decipher customer troubleshooting data to quickly interpret log files for failure identification.
• Use network debug tools to quickly identify and fix failures that impact PDU & Access product deployment.
• Work closely with developers and customers to troubleshoot reported issues and triage log data for issue resolution.
• Support customer IP and naming schemes required during PDU deployment and work closely with the development team to create new custom scripts as needed.
• Modify and replace failed PDU controllers and ensure seamless integration without disruption to the customer environment.
• Provide remote advanced training to enterprise customers when necessary.
• Perform other duties as assigned. 
• Use judgment, creativity, and sound technical knowledge to develop engineering solutions. Identify, document, and report design, reliability, and maintenance issues.
• Gain support and commitment from others and mobilize team members to resolve customer issues in a timely manner. Understand and leverage our Data Center Support communication structure.
• Effectively communicate procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Maintain a "closed-the-customer-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Share all acquired knowledge concerning problem resolution and managing customer expectations on a regular basis.
• Lead efforts in facilitating problem recreation and failure analysis of systems level issues. Use discretion to recommend and utilize a wide variety of test equipment, diagnostic tools and techniques for problem resolution. Provide documentation and direct feedback to Technical Specialists, Engineering Managers, Sales and other members of our Support team as appropriate.
• Coordinate efforts to monitor and track customer issues or concerns and provide responsive updates at regular intervals to customers to ensure that every customer touch point is positive and effective.
• Identify ways to improve processes, standards and strategies, and make recommendations for improvement to other Data Center engineers and/or members of management, as appropriate.

Required Skills

• Education: Bachelor’s degree from a four-year College or University with an emphasis in Computer Science, Business, or a related field or an equivalent combination of education and experience.
• Experience: 2-5 years in a “customer facing” environment such as enterprise customer support and technical consulting.  

Skills/Knowledge/Abilities:

REQUIREMENTS/QUALIFICATIONS 

• Demonstrated basic technical knowledge of:
• Data center facilities components (UPS, PDUs, single and 3 Phase Power)
• Data center IT components and interconnections (servers, Blades/Blade Chassis, network switches, RACK PDUs, etc.)
• Data center networks and protocols (IP Subnetting/VLANs. SNMP/Modbus)
• Solid Linux user/admin capability, prior Linux System Administrator role, is a plus.
• Familiarity with network configuration, integration, and diagnostics (focus on TCP/IP and HTTP(s)).
• SNMP- Ability to isolate issues from multiple systems, including the ability to read a MIB and map values to our data model via the dynamic plugin. Should be familiar with MIB browsers, sets, gets, SNMP walks, and traps.
• Ability to work independently of clear direction and to work outside of a traditional office.
• A strong desire to learn new technical concepts and the willingness to work in an environment that changes quickly.
• Strong written and verbal English communication skills with a positive personality.
• Excellent time-management, multitasking skills.
• Experience supporting web technologies in a multi-tier configuration is desired. Datacenter physical hands-on experience is a plus.
• Experience in supporting large enterprise Fortune 500 companies is a plus.
• 3+ years in a customer field support role.
• Scripting skills and networking/sysadmin tools experience to reduce diagnostic time and effort is desired.

DESIRED KNOWLEDGE/SKILLS

• The desire to learn new skills and the desire to coach, mentor, and train peers throughout the organization.
• The ability to work with teammates in a collaborative manner to achieve a mission.
• Presentation skills to prepare and present to large and small groups on technical and functional topics.
• Friendly yet straightforward.
• A strong capacity and desire to develop personal customer service and communication skills. The candidate is expected to understand and relate to customer needs while effectively managing customer expectations. Support Engineers are the voice of the customer within our Company, and a strong background in customer support is desired.
• The ability to effectively manage multiple urgent issues in parallel. Articulate; able to easily explain to the customer.
• The confidence, communication, and interpersonal skills to manage and direct customers during urgent or critical situations. Being diplomatic; able to defuse sticky situations.
• Intelligent and creative in solving customer issues.
• Strong written and verbal English communication skills with a positive personality.
• Excellent time-management, multitasking skills.

About Legrand

Legrand is the global specialist in electrical and digital building infrastructures. Our comprehensive offering of solutions for residential, commercial, and data center markets makes us a benchmark for customers worldwide. We harness technological and societal trends with lasting impacts on buildings with the purpose of improving life by transforming the spaces where people live, work, and meet with electrical and digital infrastructures and connected solutions that are simple, innovative, and sustainable. Legrand is a global, publicly traded company listed on the Euronext (Legrand SA EPA: LR). For more information, visit www.legrandgroup.com/en

About Legrand North and Central America

Legrand, North & Central America (LNCA) is a leader in the AV, Lighting & Controls, Electrical, and Data Center markets. LNCA offers comprehensive medical, dental, and vision coverage, as well as distinctive benefits like a high employer 401K match, paid time off (PTO) and holiday pay, short-term and long-term disability benefit plans, above-benchmark paid maternity and parental leave, bonus opportunities in accordance with the Company’s incentive plans, paid time off to volunteer, and an active/growing Employee Resource Group network. For more information, visit legrand.us 

About Legrand’s Data Center Power and Control Division

The industry-leading brands of Approved Networks, Ortronics, Raritan, Server Technology, and Starline empower Legrand’s Data, Power & Control to produce innovative solutions for data centers, building networks, and facility infrastructures. Our division designs, manufactures, and markets world-class products for a more productive and sustainable future. The exceptional reliability of our technologies results from decades of proven performance and a dedication to research and development. 

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