Customer Solutions Engineer

Role Overview

This role serves as a key technical interface between customers, field teams, and internal engineering organizations. This role is responsible for diagnosing and resolving complex server hardware and system-level issues, reproducing customer failures in lab environments, and driving issues through root cause identification and resolution.

The position works closely with engineering, quality, manufacturing, and customer-facing teams to address field issues, minimize customer impact, and ensure lessons learned are incorporated into current and future product generations.

Key Responsibilities

• Reproduce customer system configurations and hardware failures in lab environments to identify failure mechanisms and support root cause analysis.
• Analyze hardware error logs, operating system logs, diagnostic data, and system behavior to isolate complex technical issues.
• Use hardware debugging tools and equipment to capture detailed failure information and support problem determination.
• Provide technical expertise to field and customer-facing teams, developing clear action plans and solutions to resolve customer issues.
• Lead technical investigation and resolution of field-related hardware, design, and quality issues.
• Support field actions including Stop-Ship, Pre-Stop, field communications, Retain Tips, Engineering Change (EC) disposition, and Field Replaceable Unit (FRU) planning when required.
• Work closely with Manufacturing Quality Engineering and cross-functional engineering teams to drive critical quality issues through resolution and minimize field impact.
• Participate in pre-product and product readiness activities, providing technical input on hardware design changes, defect deferrals, product quality, and potential customer impact.
• Capture lessons learned and drive corrective and preventive actions to prevent recurring issues in future generations of systems.
• Communicate technical findings, root causes, action plans, and solutions effectively to internal stakeholders and customers.

Requirements

• Bachelor’s degree or above in Electrical Engineering, Computer Engineering, Electronic Engineering, or a related technical discipline.
• Solid understanding of server and computer system architecture.
• Strong technical knowledge of major server hardware components and interfaces, including CPU, memory, chipset, PCIe, and related subsystems.
• Hands-on experience in hardware debugging, system troubleshooting, failure analysis, or root cause investigation.
• Experience reading and analyzing hardware error logs, OS logs, diagnostic logs, and system-level failure information.
• Familiarity with hardware debugging tools and methodologies used to identify and isolate system-level issues.
• Strong analytical and problem-solving skills, with the ability to investigate complex technical issues systematically.
• Ability to work effectively across hardware engineering, quality, manufacturing, field, and customer-facing teams.
• Strong communication skills with the ability to translate complex technical findings into clear explanations and actionable resolution plans.
• Customer-oriented mindset with the ability to manage technically complex issues while maintaining effective communication with customers and internal stakeholders.

Preferred Qualifications

• Experience with enterprise servers, data center hardware, or x86 server platforms.
• Previous experience in Field Application Engineering, Customer Engineering, System Engineering, Hardware Engineering, Product Engineering, or Product Assurance.
• Experience supporting server products throughout the product lifecycle, from pre-product readiness through post-launch field support.
• Experience working on hardware quality escalations, field issues, or corrective and preventive actions.
• Experience collaborating with globally distributed engineering and customer-facing teams.