Title:  HW Sustaining Engineer

Job Summary

As a Sustaining Engineer you provide technical support for released products from start of customer shipment to product end of life. Specific areas of focus will be in debugging product issues, diagnosing, reproducing, and fixing hardware and narrowing issues related to firmware and software. To be successful in this role, you must be a motivated self-starter, possess strong customer-focused technical problem-solving skills; and be someone who embraces challenges. Position requires interactions with multiple department personnel within NetApp such as firmware, software engineering, field support teams, manufacturing operations and ODM partners to succeed in resolving issues related to products.

Essential Funcations

• Resolve hardware product issues for both Internal and external NetApp customers. Research customer issues in a timely manner and follow up with the customer facing teams with recommendations and action plans.
• Interface with various teams within NetApp such as NPI hardware team, mechanical, power, thermal, QA, manufacturing, and software engineers to debug and resolve product issues.
• Understand product system architecture to execute test suites targeting various sub-components withing system to detect and diagnose hardware, firmware, software issues and keep thorough procedural record and data logs.
• Develop and publish updates on resolutions and communicate findings internally and to external customer facing teams.
• Troubleshoot, diagnose, root cause system failures and isolate component failure scenarios while working with internal & external stakeholders such as component vendors and ODM/OEM partners.
• Develop visibility through data visualization and implement systemic solutions to product hardware issues.
• Assist other Sustaining Engineers working on customer cases within your area of expertise.
• The types of tasks this individual is responsible for are a mix of structured and unstructured tasks. This individual will apply attained experiences and knowledge in solving routine to complex problems.
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
• Good interpersonal communication needed in order to work successfully with customer-facing teams in ambiguous situations

Job Requirements

• Bachelor’s degree in Engineering or Computer Science with strong understanding of processor architecture and server subcomponents.
• Self-starter with good written and verbal communication skills, proficiency with spreadsheets, presentation, and documentation with creative approach to problem solving.
• Familiarity with common protocol and bus standards such as PCIe, LPC, SAS/SATA, I2C, NVMe and various memory interfaces such as DDR3/DDR4.
• Familiar in one or more of domains such as: Compute (x86/ARM), Storage, Network hardware, Interconnect technologies, Power (PSU, battery backup, AC/DC, DC/DC conversion), CPLD and FPGA’s is highly desirable.
• Expertise in using lab equipment, protocol analyzers, oscilloscopes, power meters, thermal chambers with ability to read and understand schematics and PCBA layout.
• Qualification of various subcomponents such as memory, power regulators, excellent component-level troubleshooting skills and ability to perform soldering and rework.
• Experience with Linux and scripting with Python/Perl) is highly desirable.

Experience

This role is designed for someone with 0-3 years of experience. 

Must be local to Pittsburgh, PA, area