Compensation and Benefits:
The annual base salary range for this position is $157,100 – $203,400.
Green Card or US Citizen

Job Description:

The company Data Center Solutions Group (DCSG) Customer Engineering Support
team is looking for a talented, passionate, high performing R&D Customer
Applications Engineer (CAE) to provide factory ownership of AI projects at key
Cloud Customer accounts. As the customer liaison and Technical Account
Manager, the CAE will proactively drive customer design-in, product integration,
issue resolution, and technical training. The DCSG Customer Engineering Support
team is a global organization that helps customers design-in, integrate, and
maintain PCIe Switch products in cutting edge AI / XPU solutions.

Responsibilities include:

 Proactively drive technical engagement at key Customers for DCSG products:
o Facilitate and drive pre-design win customer engagement to understand
customer design requirements and align those requirements with DCSG product
roadmap. Maintain a pulse on design status and alert DCSG management
regarding win/loss position.
o Facilitate and drive post-design win customer engagement to ensure design NPI
milestones are met to achieve customer market launch timeline.
 Collaborate with Cloud customers, along with their OEM/ODMs, to ensure the
seamless integration of The company’s PCIe Switch products into AI servers and
custom designs. This involves providing architectural guidance, coordinating
schematic reviews, and educating customers on product features and capabilities.
 Track, communicate status, and drive resolution of Customer reported product
defects. Ensure logged customer reported defects move forward to final
disposition in an efficient and timely manner.
 Serve as the primary liaison between internal teams (Systems Engineering, Quality,
Development, Performance, Product Test, and Manufacturing) and external
stakeholders, facilitating efficient issue investigation, debugging, and resolution.
 Coordinate & facilitate customer technical training sessions.
 Identify internal/external stakeholders & resources needed to effectively drive
customer issues to closure.
 Escalate sensitive, critical, or escalated defects to management, providing
notification and a go-forward strategy.
 Organize and lead internal/external meetings with account teams (FAE, Marketing,
Sales) and customers, distributing meeting notes and action items.
 Conduct daily meetings as necessary for escalated customer issues.
 Provide technical communication to Marketing, Product Management and other
teams on customer designs and feature requests.
 Negotiate and manage customer expectations and deliverables. Additionally,
manage customer incident metrics and proactively identify and implement
improvements.
 Occasional travel, some of which may be international.

Requirements/Qualifications:

 Bachelor of Science in Electrical Engineering or Computer Engineering and 12+
years of relevant experience (or Masters degree in related field and 10+ years of
relevant experience) with at least 5 years of experience in one of the following
roles: technical project management, customer applications engineering, or a
SW/HW developer leading complex technical customer features, issues, and
solutions.
 Deep technical understanding of AI servers and architecture.
 Experience handling critical enterprise accounts in the Semiconductor industry
and/or computer Hardware/Software industry.
 Exceptional communication skills, both written and verbal, coupled with strong
presentation, diplomacy, and customer relationship management abilities.
 Experience in customer account coordination, customer escalation management,
as well as ability to drive critical communications regarding customer technical
issues and designs across geographies (e.g. China, Taiwan, etc.,).
 Proven ability to lead, collaborate, and problem solve as well as effectively direct
activities and projects.
 Proven ability to manage parallel activities and customer-facing responsibilities.
 Must be customer sensitive, able to support activities across time zones.
 Ability and willingness to bring a hands-on approach to assist with issue debug
and data analysis, including ability to understand software code concepts.
 Self-motivated and a strong self-driven ability to learn quickly.