Staff Engineer - Customer Engineering

Company Description

Axiado is an AI-enhanced security processor company redefining the control and management of every digital system. The company was founded in 2017, and currently has 100+ employees. At Axiado, developing great technology takes more than talent: it takes amazing people who understand collaboration, respect each other, and go the extra mile to achieve exceptional results. It takes people who have the passion and desire to disrupt the status quo, deliver innovation, and change the world. If you have this type of passion, we invite you to apply for this job.

Job Description

Axiado is seeking an exceptional Customer Engineering Software engineer to join our growing team! This position will report directly to the VP of Customer Engineering and is a challenging opportunity that plays an important role in shaping Axiado’s design wins and growth. This is a highly technical role, providing technical support to Axaido’s customers. The role covers architectural, design, and implementation consultancy support along with triage of field issues. 

The Engineer will be required to develop and maintain an expertise of Axiado products and ensure that a high level of customer satisfaction is maintained with customers. In addition to knowledge of our products, the Engineer will be expected to bring, maintain, and develop knowledge and skills of the surrounding systems, software and vendor landscape, as well as customer requirements and industry best practice. 

• Provide Customer Support with the recommended troubleshooting steps for technical issues, keep track of unresolved and escalated issues, and take ownership of and drive customer issues until they’re fully resolved. 

• Troubleshoot a wide array of technical issues within complex customer environments; apply broad concepts and theories to achieve innovative and effective solutions to complex problems.

• Collaborate with regional and global peers, share knowledge and be a team player. 

• Document and open support tickets for Customer issues and drive to achieve the timely resolution of cases. 

• Follow case management best practices and effectively apply processes. 

• Lead cross-functional customer experience review sessions with Product and Engineering. 

• Based on customer calls received and cases created provide trends to engineering teams by identifying possible underlying technical issues and recommending possible solutions.

• Work closely with customers to help them gain a good understanding of the technical issues and the paths towards resolution. Provide both strategic and day-to-day technical expertise and support for assigned accounts. 

• Develop strong technical relationships at the highest levels within the accounts. 

• Work with engineering to develop support tools for increased supportability of Axiado products by providing requirements collected through customer issue triaging.

• Conduct in-depth technical training and transfer of knowledge sessions to enable customers and junior Customer Support members to provide technical support to the end customers. 

• Contribute to the creation and sharing of knowledge (KCS) 

• Mentor engineers and manage day-to-day tasks. 

Qualifications

• Bachelor’s degree in Electrical Engineering, Computer Engineering, Computer Science or related field, Master's a plus 

• 12+ years of experience in software development and customer support engineering 

• 3+ years of Organizational and Technical leadership experience in technical support and customer management. 

• 5+ years of experience working with Embedded Linux, Linux Device Drivers & BSP development. Knowledge of openBMC. 

• Ability to earn trust, maintain positive and professional relationships, and contribute to a culture of inclusion. 

• Ability to solve engineering problems with good data driven decision-making skills. 

• Experience in use of modern software development tools (Git/GitLab, Confluence, Jira) 

• Knowledge of embedded tools: debuggers, network debug tools. 

Additional Information

Axiado is committed to attracting, developing, and retaining the highest caliber talent in a diverse and multifaceted environment. We are headquartered in the heart of Silicon Valley, with access to the world's leading research, technology and talent.

We are building an exceptional team to secure every node on the internet. For us, solving real-world problems takes precedence over purely theoretical problems. As a result, we prefer individuals with persistence, intelligence and high curiosity over pedigree alone. Working hard and smart, continuous learning and mutual support are all part of who we are.

Axiado is an Equal Opportunity Employer. Axiado does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.