MTS,Tech Support Engineer

Bangalore | India

At Rambus, we are turning incredible possibilities into everyday reality by helping to deliver the innovations that greatly impact the world we live in. We create leading-edge semiconductor and IP products, spanning memory and interfaces to security to smart sensors. Our products are integrated into tens of billions of devices and systems around the globe, running critical applications for Big Data, Internet of Things (IoT), mobile, consumer and media platforms.

 

And our history runs deep – we have been in Silicon Valley for 25+ years and are continually anticipating key technology trends and are developing innovations that drive market changes. From a pure IP provider to becoming a fabless chipmaker, Rambus is evolving to address critical challenges in the semiconductor industry.

 

As a dynamic organization, we are always seeking to hire exceptional talent to join some of the brightest inventors and engineers in the world to explore their passions to develop products that have real life impact. As well, Rambus benefits are among the most comprehensive and competitive in Silicon Valley.

 

Responsibilities

As a member of the Rambus’s Supply Chain & Operations team, Support Engineer will provide customer technical support and solution to the Rambus Cryptography Research Division’s (CRD) customer base while serving as an advocate for customer needs. As a Senior Technical Support Engineer, you will be the technical interface between customer and Rambus Development/QA Teams for management and resolution of problems related to Rambus CRD products. You will work closely with Support Management, Field, Engineering, QA, Product Management teams and 3rd party product partners to ensure Rambus is delivering superior technical support for our customers. 
Technical problems expected to be primarily complex system/software issues. Role will have strong adjacency and collaboration with QA and Development teams, and an ability to flex in and out of QA role as Customer Technical Service workloads fluctuate.

 

Specific responsibilities include, but not limited to:

  • Resolve customer’s issues via telephone, email, or WebEx sessions
  • Provide onsite support at customer locations if required
  • Reproduce customer reported issues for troubleshooting
  • Log software defects using a bug tracking system and work closely with software developers to analyze the defects and track them to resolution.
  • Regular and timely follow ups with customers with recommendations, workarounds, updates, and action plans
  • Document action plan and progress in case documentation
  • Escalate issues to management as per internally established processes and guidelines
  • Leverage internal technical expertise, including, but not limited to peers, mentors, product
  • documentation, knowledge base, community forums, and other internal tools to provide the most effective solution to customer issues
  • Create new internal or external knowledgebase articles/documentation to capture new learning’s for reuse
  • Deliver Transfer of Information (TOI’s) Sessions (leveraging larger team if needed) to customers and/or internal team members
  • Assist customer outside of normal business hours, if required, including weekends and holidays 
  • Complete comprehensive site profile documents ensuring the customer’s infrastructure and architecture is documented
  • Reduce/deflect Support Request volume through education and proactive engagement with customers
  • Develop strong relationship with customer and engineering teams 
  • Conduct weekly, semimonthly, or monthly meetings with customers for case reviews to identify issue trends and opportunities for corrective actions
  • Build and test new and/or returned(RMA) machines by provisioning, installing, configuring software, may require hardware assembly

Qualifications

Candidate must be familiar with standard software development, quality processes, support processes, methodologies, and tools, and must have a track record of very high technical competence that includes strong coding and/or scripting skills and individual technical accomplishments. You should have the passion & ability to learn new things, while never being satisfied with the status quo. Candidate should be able to travel to both remote Rambus as well as customer locations (domestic and international).

 

Education and Experience:

  • BS/MS in computer science, computer engineering, software engineering, or related degree preferred.
  • 5+ years of experience in Customer Support and/or QA

Technical:

  • 5+ years of hands on experience on Linux/Unix operating systems
  • 5+ years of hands-on experience scripting languages (i.e. Python, Shell, etc.) is a plus
  • 5+ years of hands on experience of working on Large scale homogenous or heterogeneous distributed systems with high availability requirements on Virtual (VMware vSphere Virtual Machines) and/or physical clusters
  • Security related experience (such as but not limited to enterprise security, network security, and/or embedded security, etc. and/or security applications /appliances, and/or applied cryptography domain knowledge, etc.) Experience and /or knowledge of semiconductor memory architectures, and Cryptography are not requirements for this position, but is a plus.

 

Customer Management:

  • Ability to speak confidently and communicate clearly with customer
  • Ability to work well with demanding customer
  • Excellent problem-solving skills
  • Ability to understand customer urgency and sensitivity of problem
  • Excellent Verbal and Written communication skills

 

Rambus offers an extremely competitive compensation package, which includes a strong base salary, bonus, equity, matching 401(k), employee stock purchase plan, comprehensive medical and dental benefits, time-off program and gym membership.

 

Rambus creates cutting-edge semiconductor and IP products, spanning memory and interfaces to security, smart sensors and lighting. Our chips, customizable IP cores, architecture licenses, tools, services, training and innovations improve the competitive advantage of our customers. We collaborate with the industry, partnering with leading ASIC and SoC designers, foundries, IP developers, EDA companies and validation labs. Our products are integrated into tens of billions of devices and systems, powering and securing diverse applications, including Big Data, Internet of Things (IoT), mobile, consumer and media platforms. At Rambus, we are makers of better. For more information about Rambus, visit rambus.com. For additional information on life at Rambus and our current openings, check out rambus.com/careers/.

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