Legrand has an exciting opportunity for a Field Technical Support Engineer II to
join the Raritan and ZPE Systems Team. This is a Remote position.
As a Field Technical Support Engineer, you'll work with a variety of
cross-functional teams and technologies within the Data, Power & Control
Division (DPC). Daily interactions can range from first-time users to advanced
partners, sales, development, and product management teams. Your duties will be
to function as an expert technical resource for our enterprise-level customer
base and business partners for the Raritan and ZPE Access Product Solutions
(KVM, Console Servers, Service Routers, Central Management, and Cloud).
Additionally, you will be responsible for traveling to customer locations to
deliver access products, professional services, training, help address technical
issues, and maintain post-sales relationships with our customers. You will serve
as a trusted advisor to ensure successful implementations, ensure assigned
customers achieve targeted business benefits from their investment in
Legrand/PAC, and help customers serve as positive references and continue their
Access product implementation. Your technical abilities will be critical in
identifying solutions, troubleshooting issues, and answering technical questions
as they arise. You will serve as the primary escalation point and be accountable
for identifying and directly addressing technical issues.
You are expected to develop and maintain a working knowledge of the technical
architecture and business requirements of enterprise accounts. This position
requires a strong technical background, excellent client and project management
skills, and a proven ability to understand technical workflows as needed.
Successful candidates must be action-oriented and able to travel, communicate
clearly and effectively with both technical and business audiences at multiple
levels.
Salary range: $80,000-$115,000 per year
Benefit Highlights: 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.
RESPONSIBILITIES
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 configuring IPs and custom customer
configurations, including DHCP, LDAP, and other authorization/authentication
requirements required by customers for their software and firmware.
Develop custom scripts to expedite deployment (shell script, Python, API,
Ansible, etc).
Analyze product data, firmware versions, and apply fixes onsite to ensure
systems remain aligned with the latest network security vulnerability
standards.
Develop Access Products test routines that help customers and developers
understand the impacts of changes to the Access topology.
Search and decipher product diagnostic information to quickly interpret log
files for failure identification.
Apply new firmware/software upgrades and bug fixes that support customer
needs.
Use network debugging tools to quickly identify and fix failures that impact
deployment.
Work closely with developers and network support staff to identify IP designs
that may be causing access product failures.
Support customer IP and naming schemes required during deployment and work
closely with the development team to create new custom scripts as needed.
Coordinate cross-functional deployment project teams, which could consist of
professional services, product management, or engineers.
Act as a single point of contact for all support requirements as they pertain
to enterprise account customers' environments.
Build and develop relationships with both technical staff and management from
the customer team.
Develop and manage a strategic development plan for your customers, including
identification of opportunities for growth. Direct the delivery of customer
technical services to achieve high customer satisfaction and trust.
Drive and track customer escalations, including partnering with the Product
Management team and delivering Professional Services. Escalate issues
whenever necessary to execute the action plan, resolve them, or pursue other
options.
Oversee and manage all open support cases to ensure they are actively being
addressed and progressing toward an expeditious resolution.
Develop and train team members to help improve their technical knowledge,
project management skills, and customer management skills.
Partner closely with the product management team to ensure that customer
requirements are logged and appropriately prioritized and to ensure that
future product direction aligns with the customer roadmap.
Actively contribute to and leverage standards and best practices, staying
current on both the technology and product fronts.
Ensure effective ownership, communication, coordination, and facilitation of
support service activities between the customer and support teams, product
management, and account teams.
Increase customer loyalty by conducting regular check-in calls for tactical
items and performing quarterly health checks for strategic reviews.
Track and document status and time spent on customers to ensure appropriate
per-client resource allocation.
Travel will be needed for up to 30 - 40 percent of the time; while not
traveling, support cases.
Perform other duties as assigned.
QUALIFICATIONS
Education
Engineering, Network Technology, or related field; or equivalent combination
of education and experience.
Experience
2-5 years of experience in a customer-facing environment, such as enterprise
customer support and technical consulting.
Skills/Knowledge/Abilities:
Demonstrated basic technical knowledge of:
Data center facilities components.
Data center IT components and interconnections (servers, Blades/Blade Chassis,
network switches, RACK PDUs, etc.).
Data center networks and protocols (IP Subnetting/VLANs, SNMP).
A solid Linux user/admin capability; experience in a Linux System
Administrator role is a plus.
A solid knowledge of networking: configuration, integration, and diagnostics
(focus on TCP/IP and HTTP(s)).
Familiar with remote access (SSH, HTTPS, TELNET) and experienced with Console
Server and KVM.
Familiar with network security: Firewall, NAT, Authentication, and
Authorization.
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, MIB sets, MIB gets, SNMP walks, and SNMP
traps.
Hypervisor technologies such as VMware, Hyper-V, KVM, Proxmox, etc.
Excellent written, verbal, and presentation skills appropriate to both
technical and management clients.
Strong organizational skills with the ability to manage competing client
demands, multiple priorities, commitments, and projects.
Ability to troubleshoot technical issues at a high level to determine the
appropriate path to resolution.
Exemplary customer service attitude with business development and customer
relationship management experience.
Ability to facilitate and harness cross-team collaboration, working with
teams in person and virtually.
Strong analytical skills regarding technical and project management issues.
Legrand is the global specialist in electrical and digital building
infrastructures. Its comprehensive offering of solutions for residential,
commercial, and datacenter markets makes it a benchmark for customers worldwide.
Trusted by the world’s largest hyperscalers, Legrand's Power & Thermal
Management division helps operators manage the critical infrastructure that
powers modern data centers. Through a portfolio of best-in-class brands spanning
power, cooling, connectivity, management, and supporting infrastructure, we
enable customers to deploy, operate, and scale high-density environments.
Combining deep domain expertise with a customizable design approach and
dedicated support services, we help customers build and operate resilient
infrastructure that meets current performance requirements while adapting to
future demands. Power & Thermal Management industry-leading brands include
Approved Networks, Raritan, Server Technology, Starline, Ortronics, Kratos
Industries, and ZPE Systems.
Legrand, North & Central America 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.