Engineer-Customer Technical Support

About our group:

The Customer Success (CS) team is a highly effective, customer‑focused organization that delivers best‑in‑class technical support and service to both external and internal customers.
We act as the frontline eyes, ears, and voice of the customer to Seagate's Engineering, Operations, and Quality teams, providing detailed and real‑time two‑way communication of customer issues and events.

About the role - you will:

• Diagnose, troubleshoot, and resolve HDD/SSD technical issues for enterprise and OEM / Cloud customers in South China.
• Analyze drive failure data, performance metrics, telemetry, and customer logs to identify trends and root causes.
• Support Fleet Management Analytics and internal team data requests.
• Collaborate with Engineering, Quality, Operations, and Sales teams to drive timely and effective issue resolution.
• Participate in customer meetings, technical reviews, and escalation discussions document findings and action items.
• Contribute to internal knowledge bases, standard operating procedures, and process improvement initiatives.
• Stay current on emerging storage technologies, industry trends, and customer deployment architectures.

About you:

• Bachelor's or Master's degree in Electrical Engineering, Computer Science, Information Technology, or a related field.
• Strong analytical and problem‑solving skills with the ability to interpret complex data.
• Solid foundation in HDD/SSD technologies and storage systems.
• Comfortable working in a customer‑facing technical role.
• Strong written and verbal communication skills in a cross‑functional environment.
• Self‑motivated, detail‑oriented, and able to work effectively in a fast‑paced environment.

Your experience includes:

• Statistical data analysis and log‑based diagnostics, including SMART data, telemetry, and failure logs.
• Hands‑on experience with Linux operating systems.
• Programming or scripting experience using Python and/or Shell.
• Supporting Fleet Management Analytics and responding to internal technical data requests.
• HDD/SSD knowledge covering design concepts, manufacturing processes, and quality management.
• Coordinating with engineering, quality, and customer‑facing teams to resolve technical issues.
• Clear and structured technical documentation, reporting, and cross‑team communication.

You Might Also Have

• Experience with scripting or programming languages (Python, C/C++, Shell).
• Knowledge of diagnostic tools and failure analysis methodologies.
• Exposure to enterprise, OEM, or cloud customer environments.
• Familiarity with cloud storage, edge computing, or AI/ML‑driven workloads in storage systems.
• Basic understanding or hands‑on exposure to AI technologies, such as data analytics, machine learning concepts, or AI‑assisted diagnostics, is a plus.

Location:

Chengdu, China

Location: Chengdu, China
Travel: Up to 10%