Customer Engineer

About the company

Hitachi Vantara provides resilient, high-performance data infrastructure that helps organizations focus on innovation, automation, and customer impact. The business supports a diverse global workforce and is building for its next phase of growth with people who enjoy solving real-world challenges through data.

Role overview

As a Customer Engineer based in Auckland, you will support maintenance and professional services work, handle customer site activity, carry out break-fix remediation, and deliver installation and implementation support. You will also assist the sales organization across New Zealand with technical input and customer-facing support.

Key responsibilities

• Deliver post-sales support promptly and in line with each customer’s service agreement.
• Carry out preventative maintenance using recommended routines and procedures, with a focus on maintaining the RGA level of microcode.
• Support problem management and escalation alongside the GSC and field service engineers.
• Install and implement new solutions, as well as upgrade existing solution platforms, including travel to customer sites across New Zealand.
• Provide engineering changes, reconfiguration work, equipment moves, and site relocation services.
• Deliver and implement professional services engagements.
• Participate in a rotational roster for 24/7 on-call remediation support.
• Run product demonstrations and training sessions for customers and internal staff, sharing basic product knowledge of Hitachi Vantara solutions.
• Escalate new opportunities or possible risks to the sales team.
• Follow company policies, procedures, and core values in all work.
• Complete additional duties assigned by management.
• Observe customer site rules and procedures at all times.
• Keep case-management records and CRM administration updated on time.
• Process spare-part returns promptly.
• Record time accurately in the CRM and Kimble time-entry system according to company policy.

Requirements

• Working knowledge of SAN, Fibre, storage, and server products and solutions is preferred.
• Prior experience in the IT industry is required.
• Experience with Windows Server, Linux, and/or VMware is expected.
• Background in a customer-facing role with a mature approach to service delivery.
• Strong teamwork and collaboration skills.
• High attention to detail and pride in delivering professional outcomes.
• Willingness to learn and support Hitachi Vantara products in the field.
• Flexibility to work beyond the core job scope when needed.
• Availability for 24/7 on-call support and occasional after-hours work.
• Strong verbal and written communication skills.
• Comfortable using Windows, MS Office, Outlook, Internet Explorer, and similar tools.
• Ability to work independently as well as within a team.
• Ownership mindset and willingness to take responsibility.
• Organized, adaptable, and clear-thinking under pressure.
• Ability to stay calm in difficult situations and escalate issues quickly when required.
• Innovative, solution-oriented, and proactive in problem solving.
• Defense clearance is desirable.
• Ability to troubleshoot using manuals, diagnostic tools, and product knowledge to identify root causes or faulty FRUs.
• Capability to install, configure, and implement hardware and software products.
• Comfortable following process, procedure, and reporting requirements.
• Able to represent the company positively and communicate well with both technical and business stakeholders.
• Motivated to make the most of training opportunities and share learnings with the team.

Additional information

Location: Auckland, New Zealand. Function: (DEAI HV) GCSS. Requisition ID: R0129534. Reporting to: Northern CS&S Manager. The role involves a rotational on-call roster, travel within New Zealand, and occasional work outside standard hours. The employer describes itself as an equal opportunity workplace and can provide reasonable accommodations during recruitment where needed.

About the employer

Hitachi Vantara is part of a global organization focused on engineering excellence, inclusive teamwork, and data-driven solutions. The company emphasizes diversity, mutual respect, merit-based opportunity, wellbeing, and flexible working arrangements depending on role and location.