Field Technical Support Engineer II-REMOTE
Legrand · United States · 3 wk ago
RemoteRemoteInformation Technology$80k–$115k/yrFull-time
We need to output HTML fragment with sections: About the role? Actually we need to use headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include only sections that have real specific content. The posting includes Salary range: $80,000-$115,000 per year => Pay section. Benefits: described. Responsibilities: many bullet points. Qualifications: Education, Experience, Skills/Knowledge/Abilities. Could combine Qualifications and Skills? The instruction: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We need to decide which sections to include based on content.
We have About the role? The job description includes a paragraph describing role; could be "About the role". We have Responsibilities (list). We have Qualifications (Education, Experience). We have Skills (Skills/Knowledge/Abilities). We have Benefits. We have Pay. Schedule? Not mentioned except travel up to 30-40% but not schedule like full-time/part-time. So we should not create Schedule section if no specific schedule info. Avoid filler.
We must not repeat job title as heading. No Job ID. Remove boilerplate like EEO etc. Not present.
We need to preserve all substantive information. Use
- for any list of duties/requirements/benefits. Use
for prose. We need to output only HTML fragment. Let's extract content: About the role: The initial paragraph: "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." We can put that in
under
About the role
. Responsibilities: The list after "Responsibilities". It's a long paragraph with many sentences, each could be a bullet. We'll convert each sentence into - . Need to preserve all details. Let's list them:
- 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.
We'll put these in
- under
Responsibilities
. Qualifications: The section "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." We could split into Education and Experience subpoints but we can just list as- 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: The "Skills/Knowledge/Abilities" bullet list. We'll put under
- each. List: - 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. We need to keep each as separate
- . Some sentences have colon etc; fine.
Benefits: The "Benefit Highlights:" paragraph: "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."
Also later "About Us" repeats benefits but we should not duplicate. We'll keep one Benefits section.
Pay: Salary range: $80,000-$115,000 per year.
We'll put under
Pay
with. Schedule: Not present, so omit. We also have "About Us" description of Legrand; that's company overview, not required but could be considered "About the company"? Not in headings list. We could ignore as not required; but we must preserve all substantive information. The "About Us" paragraph is substantive but not covered by headings. However we could include it under a generic
About the company
but not in allowed headings list? The instruction says use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but says "usefor section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)". It implies we should use those headings when appropriate. Could we add an "About the company" section? It might be considered extra but not prohibited. However to be safe, we could incorporate that information into "About the role" or maybe omit? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." So we must keep the About Us paragraph. Where to put? Could add a
About the company
but not in the list; but the instruction says use h3 for section headings (e.g. ...). It doesn't say we cannot use other headings, just gives examples. Probably acceptable to add another heading if needed. But better to incorporate into "About the role"? That section already describes role; adding company overview may be okay but could blur. However we could add a separateAbout Legrand
. I'd do that. But we must not create sections with filler. This is substantive. Thus final HTML:About the role
...
Responsibilities
- ...
Qualifications
- ...
Skills
- ...
Benefits
...
Pay
...
About Legrand
...
Make sure no extra whitespace? It's fine. Now craft the HTML. Let's write the About the role paragraph exactly as given but ensure no extra line breaks? We'll keep as one paragraph. Responsibilities list: each bullet as - . Qualifications list: two items. Skills list: many items. Benefits paragraph: copy. Pay paragraph: "$80,000-$115,000 per year" About Legrand paragraph: copy the "About Us" paragraph. Let's extract About Us paragraph: "Legrand is the global specialist in electrical and
Skills
with
- under