Req ID: 122849 Region: Americas Country: United States State/Province: California City: San Jose **Summary** This is an exciting opportunity in Celestica’s Hardware Platform Solutions (HPS) to make a positive impact and be part of a rapid business growth in a dynamic environment. This senior individual contributor reports to the Senior Director of the Customer Experience (CX) organization and will be empowered and responsible for handling escalations and critical issue resolutions and management arising from Customers' networking (routing, switching, security), storages, servers hardware, firmware, and software. The role is a technically hands-on one. The successful candidate will be that senior-level technical support troubleshooter who has spent extensive amount of time successfully working on and resolving various Severity 1 issues and major escalations on mission-critical networks/operations. One who can be calm while working under pressure, and has strong operational experience to assess the escalations/situations/issues and then form plans and cross-functional teams, as needed, to systemically and expediently drive critical issue/escalation resolutions. The responsibilities will include: Be customer’s point of contact for issue escalations and to resolve escalations/critical issues, assess severity and status of the issues/escalations, formula a plan of attack with customer, empowered to engage/mobilize necessary resources to form a focused work team, if applicable, for issue resolution, drive a technical approach/resolution plan in the most direct and expedient way possible to resolve escalations/issues, provide updates on regular cadence to the customer and the key internal stakeholders of the critical issue progress. Other duties may be required per business demands. **Knowledge/Skills/Competencies** + 10+ years of experience in technical support troubleshooting roles in high-tech industry - Networking (Routing, Switching, Security), Storages, Servers, etc, in hardware/firmware/software. + Can demonstrate the actual hands-on technical experience in handling and troubleshooting Severity 1 issues on mission-critical networks/operations. + Must have extensive experience in handling and managing escalations and critical accounts. + Previous successful critical issue/account management role is a major plus. + Experienced in supporting large Enterprises, Service Providers, and/or Cloud Providers. + Experienced in designing, configuring, troubleshooting, optimizing network hardware, topologies and deployments (Data Center/Enterprise/Campus). + Understanding of networking concepts, architecture, topology, network protocols such as BGP, OSPF, ISIS, VXLAN, EVPN, IGMP, DHCP, BFD, VRF, Authentication (RADIUS/TACACS), Network Management protocols, NAT, Multicast, QoS (RoCE/DSCP), ACL, ZTP, Telemetry, Monitoring/Analytics, or equivalent. + Experienced in C and scripting languages like Python/Go is a major plus. + Must have extensive direct customer interface experience. + Must have experience writing technical documentation (e.g.) Application Notes, FAQs, Installation Guides, User manual, Troubleshooting Guides. + Strong leadership, accountable, proactive, responsive, and can hold others accountable for the deliverables. + Can work well and think logically under high pressure. + Proficiency in business tools such as Excel, Word, PowerPoint, business intelligence tool, customer issue tracking tools, KB tools. + Good English written and verbal skills. **Physical Demands** + Duties of this position are performed in a normal office environment. + Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data. + Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required. + Available to work during non-business hours as needed. + Occasional travels in the US or internationally may be required. **Typical Education** + Bachelor degree in CS, EE, or equivalent. + Master degree in CS, EE, or equivalent is a plus. **Salary** $133,000 - 183,000 USD/year _The salary range described in this posting is an estimate by the Company, and may change based on several factors, including by not limited to a change in the duties covered by the job posting, or the credentials, experience or geographic jurisdiction of the successful candidate._ **Notes** This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Celestica’s policy on equal employment opportunity prohibits discrimination based on race, color, creed, religion, national origin, gender, sexual orientation, gender identity, age, marital status, veteran or disability status, or other characteristics protected by law. This policy applies to hiring, promotion, discharge, pay, fringe benefits, job training, classification, referral and other aspects of employment and also states that retaliation against a person who files a charge of discrimination, participates in a discrimination proceeding, or otherwise opposes an unlawful employment practice will not be tolerated. All information will be kept confidential according to EEO guidelines. **COMPANY OVERVIEW:** Celestica (NYSE, TSX: CLS) enables the world’s best brands. Through our recognized customer-centric approach, we partner with leading companies in Aerospace and Defense, Communications, Enterprise, HealthTech, Industrial, Capital Equipment and Energy to deliver solutions for their most complex challenges. As a leader in design, manufacturing, hardware platform and supply chain solutions, Celestica brings global expertise and insight at every stage of product development – from drawing board to full-scale production and after-market services for products from advanced medical devices, to highly engineered aviation systems, to next-generation hardware platform solutions for the Cloud. Headquartered in Toronto, with talented teams spanning 40+ locations in 13 countries across the Americas, Europe and Asia, we imagine, develop and deliver a better future with our customers. Celestica would like to thank all applicants, however, only qualified applicants will be contacted. Celestica does not accept unsolicited resumes from recruitment agencies or fee based recruitment services.