Escalation Engineer

We are now looking for an expert Technical Support Engineer with the ability to focus on customer enablement of datacenter products, work with customers and internal teams to resolve hardware, firmware and software issues, and provide key technical collateral. We are looking for someone who has superb interpersonal skills, and can understand, explain, and solve customer problems.What you'll be doing:Handle escalations from junior support staff, by responding to phone, chat and emails.Document cases and issues as knowledge base articles.Test and reproduce reported problems to determine root cause.File bugs, provide detailed technical analysis of the bugs filed, prioritize the issue, drive the action.Review trending issues after software release and driver updates.Learn our CRM system, including reporting capabilitiesAttend product and driver meetings as needed to ensure support is ready.Identify and report areas for product/process improvement.What we'll need to see:Professional-level interpersonal skills, including ability to adjust communication to technical level of audience, and stay calm and focused in negative situationsSolid understanding of NVIDIA products, graphics, games, and potential issues.Ability to quickly setup and resolve issues with PC'sAt least 4 years of consumer technical support experience.Broad spectrum of knowledge in mobile/desktop operating systems (Linux, Windows, Android)Experience with home media configurations, including PC and set top device usage and setupHaving knowledge on Linux and/or Mac OS skills are a strong plus.Flexibility in terms of task, workloads and schedule are critical for this positionBS in Math, Computer Engineering, Computer Science or equivalent experienceThe base salary range is $108,000 - $172,500. Your base salary will be determined based on your location, experience, and the pay of employees in similar positions.You will also be eligible for equity and benefits.NVIDIA is committed to fostering a diverse work environment and proud to be an equal opportunity employer. As we highly value diversity in our current and future employees, we do not discriminate (including in our hiring and promotion practices) on the basis of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law.