Senior Engineer, Technical Support at Dell
-Act as a remote customer advocate to champion specific customer needs for code currency, reporting and product knowledge in collaboration with field teams.
-Understands and leverages technical communication structure; may be asked to participate in virtual team training and product knowledge sharing meetings.
-Applies advanced technical expertise using standard operating and diagnostic procedures to resolve standard to complex level issues; identifies documents and escalates customer issues to senior resources.
-Recommends and utilizes standard internal and external diagnostic test equipment and product trace and logging procedures; provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other Dell Technology Technical Support co-workers as appropriate.
-As a 24x7x365 organization, shift work, holidays and on-call responsibilities; may be required as well as occasional travel to customer sites. Performs onsite diagnosis as needed
-Identifies and interprets interoperability and support matrixes; identifies reviews, creates and delivers timely and highly focused training programs and/or serviceability enhancements within the Field and Act as a remote customer advocate to champion specific customer needs for code currency, reporting and product knowledge in collaboration with field teams.
-Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment through a variety of mediums.
-Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.
-Maintains a closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status."
-Responsible for sharing all acquired knowledge concerning problem resolutions; leads efforts in facilitating problem re-creation and failure analysis systems level issues.
-Contributes to centralized problem identification and resolution databases; may have senior level tasks similar to Engineering for assigned product and skills.
-Will participate in the creation and maintenance of eService applications such as: Chat, Knowledge-base content, Support Forums, etc. Regularly submits content to the knowledge database.
-Validates technical information and issues early warnings and disseminates information as needed.
-Dell Technology Proven Professional Certification highly desired.
-Scope may include multiple products and also solution support Engages in Escalations/Data Unavailable/Data Loss level issues Assisting I5/I6 engineers on complex cases and elevated engagements
Ability to work in a team environment
Ability to work independently
Knowledge of job associated programming languages
Vendor management skills
VMware (vSAN, vSphere, VCF, NSX)
Enterprise Networking (Dell Networking, Cisco)
Engineering-level certifications, such as: CCNA/CCIE, VCP, VCAP, RHCE
Education and Experience
Typically requires 5+ years of related experience in a professional role with a bachelor’s degree; or 3+ years with a Master’s degree; or a PhD without experience; or equivalent experience