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Sr. Customer Technical Support Engineer

Benefits:See benefits link
Employment Type:Full Time
Work Location:Tualatin, OR
Description:VersaLogic, the embedded industry’s most trusted computer company, is looking for a Sr. Customer Technical Support (CTS) Engineer to work with external and internal customers and to troubleshoot and replicate problems originating from a broad customer base to resolve technical support issues in a timely fashion.
Duties:• Manage customer support cases from initial customer contact to resolution
• Act as primary support and troubleshoot customer-related hardware and interoperability issues and application-related OS and firmware issues
• Resolve customer-related interoperability issues regarding VersaLogic hardware under various environmental conditions
• Work with component vendors to help troubleshoot failures
• Assist R&D and Sustaining Engineering with special projects as needed
• Assist Techland with troubleshooting and debugging repairs; act as a mentor
• Assist with new product characterization with respect to customer operation systems and 3rd party hardware
• Investigate customer reported incompatibilities between VersaLogic hardware and other 3rd party hardware and software Meet all aspects of customer support Service Level Agreements (SLAs)
• Develop and maintain documentation for internal and external use
• Investigate reported product defects and document findings
• Focus on continuous process improvement with feedback to R&D, Manufacturing Engineering and Customer Support departments
• Develop technical articles for customer web-based information
• Edit, proofread and review technical product marketing material used for external and internal purposes by each department
• Duplicate customer hardware and software configurations as needed to resolve issues
• Debug, develop, document and communicate solutions to customer-reported problems
• Accurately record activities as related to customer support cases
• Identify and develop solutions for chronic customer issues
• Other duties may be added at the discretion of management

VersaLogic is an industry leader of more than 30 years in the manufacturing and design of embedded computer products for industrial, defense, medical, and consumer applications. We offer an excellent benefits package and the opportunity for professional growth and development in an exciting and dynamic industry.
Qualifications:• Associate degree in Computer Science, Computer Engineering or Electrical Engineering required, Bachelor’s degree in Computer Science, Computer Engineering, or Electrical Engineering – preferred
• 12+ years’ experience in a hardware engineer or hardware support role
• 12+ years’ experience troubleshooting hardware and software issues
• Must be very familiar with manufacturing processes and have experience working with PCBA’s
• Proven experience in customer relationship management, technical support and/or customer service
• Expert knowledge and use of electrical debugging tools (oscilloscopes, DMM’s and logic analyzers)
• Expert knowledge of x86 based PC hardware systems including, but not limited to, ISA bus, PCI bus, USB, interrupt and DMA systems, memory architecture
• Expert Knowledge and understanding of multiple operating systems and their development environments – including but not limited to: Windows, Linux, VxWorks and QNX, as well as the embedded versions of such
• Ability to understand, follow and document instructions and procedures
• Proven track record overseeing technical projects
• Outstanding written and verbal communication skills
• Expert understanding of RMA processes
• High degree of applications knowledge (MS Word, Excel, etc.)
• Ability to coach and mentor more junior engineers

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