Technical Support Engineer
Location:
Draper , Utah
Posted:
September 10, 2017
Reference:
179473BR

**Job Description:**

**GENERAL SUMMARY**

Regularly provides technical support expertise in a complex information infrastructure environment with the need to integrate EMC products and systems with other EMC and non-EMC computer systems being operated by customers. Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both EMC's business operations and the business operations of EMC customers. Applies technical support expertise to independently diagnose and resolve complex customer issues involving unique systems and environments and unique operational issues. Customer requests may be received by Support Centers through automated dial-homes, voice initiated technical calls from Customers, Partners, internal and field EMC employees, Chat and Web support calls. Accepts escalated requests from other technical team members; makes independent decisions to determine service level severity and assess when and how to escalate to other resources. Works with cross functional teams in resolving customer issues; identifies and provides resolutions to a diverse range of technical problems. Acts as a remote customer advocate and provides problem determination to resolve customer issues. Identifies and documents with management to proactively revise current procedures and tools to improve customer satisfaction. Helps develop and participates in training and skills development of others

**General Support Skill requirements:**

+ Communication skills should include the ability to communicate effectively internally and to customers + Requires occasional presentation skills when providing root cause analysis + Utilize problem solving skills through the use of Analytics, techniques and tools + Conducts training and mentoring + Performs Escalation and Problem Management + Interfaces with Engineering, Field Technical Specialists, Account Managers, Sales and other EMC Support resources + Leads efforts for problem recreation and failure analysis for escalation into Engineering through bug database system + Regularly reviews and submits content into the knowledgebase + Document and deliver Root Cause Analysis + Customer Service skills + Organizational and interpersonal skills

**SKILLS**

+ Strong Unix/Linux Knowledge ( Administration and troubleshooting knowledge)

+ Programming Fundamentals - Exposure or knowledge in Scripting and/or programming languages (Python, Perl, Java, ShellScript, etc) + Fundamental understanding of of Java/Web APIs

+ Networking Knowledge (knowledge in IP and routing protocols, understanding WEB Hosting and service provider environments

+ Advanced troubleshooting skills - Ability to capture and interpret network trace captures with network tracing tools. + Interpretation of SDK and Operating System Logs + Debug of Linux Core Dumps

+ Hardware troubleshooting experience + ​Understanding SCSI and RAID disk schemes + Ability to troubleshoot disk problems + Fault Isolation o f hardware FRUs

+ The ability to write with scripting languages in Perl and Python is a plus.

+ Working knowledge of Docker containers is a plus + VMWare Certification/knowledge is a plus

350

Regularly provides technical support expertise in a complex information infrastructure environment with the need to integrate EMC products and systems with other EMC and non-EMC computer systems being operated by customers. Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both EMC's business operations and the business operations of EMC customers. Applies technical support expertise to independently diagnose and resolve complex customer issues involving unique systems and environments and unique operational issues. Customer requests may be received by Support Centers through automated dial-homes, voice initiated technical calls from Customers, Partners, internal and field EMC employees, Chat and Web support calls. Accepts escalated requests from other technical team members; makes independent decisions to determine service level severity and assess when and how to escalate to other resources. Works with cross functional teams in resolving customer issues; identifies and provides resolutions to a diverse range of technical problems. Acts as a remote customer advocate and provides problem determination to resolve customer issues. Identifies and documents with management to proactively revise current procedures and tools to improve customer satisfaction. Helps develop and participates in training and skills development of othersBachelors (Technical)

**Experience Required:**

**Physical Requirements:**

**EMC Values:**

When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. We encourage applicants of all ages.

**Critical Hiring Criteria:**

**Functional Area(s):** Customer Service & Support **Business:** EMC GES **Business Unit:** 200 - STORAGE CORPORATE **Location:** US - Utah - Draper **AutoReqId:** 179473BR


A little about us:
Dell is a collective of customer-focused, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities.

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