Technical Support Engineer

Job Summary
We are seeking a Customer Success Engineer I to join our global support organization, specializing in hardware incident management. This role serves as the primary technical point of contact for customers experiencing server hardware issues, managing incidents from initial triage through resolution. The ideal candidate combines strong technical troubleshooting skills with exceptional customer communication and collaboration abilities in a fast-paced, customer-focused environment.

Key Responsibilities

• Manage hardware-related customer incidents end-to-end, ensuring timely resolution and proactive communication

• Diagnose and troubleshoot server hardware issues involving SSDs, HDDs, NICs, PSUs, fans, and DIMMs

• Coordinate directly with OEM partners and vendors to facilitate part replacements and RMA processes

• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions within ticketing systems

• Communicate technical findings and status updates clearly to technical and non-technical stakeholders

• Support customers across APAC, EMEA, and AMER time zones based on operational requirements

• Identify recurring incident patterns and escalate systemic issues appropriately

• Continuously expand technical expertise in server infrastructure and support operations

Required Experience

• 1–3 years of experience in a customer-facing technical support, customer success, or field service role

• Experience troubleshooting hardware or infrastructure-related technical issues

• Experience working with customers, vendors, or external partners during issue resolution

• Experience using ticketing or case management systems

Nice-to-Have Experience

• Experience working with OEM hardware vendors or RMA workflows

• Exposure to enterprise server or data center environments

• Experience with monitoring or observability tools

• Multilingual or bilingual customer support experience

Required Skills (Top 3 Must-Have)

• Server Hardware Troubleshooting (SSD, HDD, NIC, PSU, DIMM, fan diagnostics)

• Customer Incident Management (ticket handling, issue ownership, customer communication)

• Technical Problem Solving & Root Cause Analysis