Designated Support Engineer I

  • Company: EMC is now part of Dell Technologies
  • Posted: January 08, 2017
  • Reference ID: 173741BR
**Job Description:** GENERAL SUMMARY The EMC Designated Support Engineer provides personalized, in-depth technical support and proactive planning to a designated customer. The Designated Support Engineer is the customer's central point of contact for problem management, serv **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:** **PRINCIPAL DUTIES AND RESPONSIBILITIES** **·** The Designated Support Engineer is the central point of contact for product related issues and manages the customer relationship from a technical support perspective with minimal supervision. Provides proactive technical support and clearly communicates procedural and status updates in complex and often critical customer environments. The Designated Support Engineer may be designated to provide support to the customer remotely or on an exclusive basis at the customer site. **·** Understands the customer's technical environment through regular communication and business reviews. Develops support plans that recognize the customer's priorities, challenges, initiatives, and potential areas for improvement. Regularly reviews and provides guidance on upcoming product line features with customer. Provides regular status reports and outlines upgrade plans jointly with customer. Using independent judgment and technical expertise, the DSE identifies, documents, and reports issues with design, reliability, and maintenance issues. May perform in a project leadership role. **·** In addition to their technical expertise, DSEs have direct linkage into other key EMC organizations necessary for fast problem escalation, expedited resolution status, and to prioritize product defects and issues. **·** Critical Technical Knowledge: Depending on the customer's EMC product suite being supported, the Designated Support Engineer will have an architectural understanding of the customer's storage environment. This may include product components from the software or hardware offerings of EMC. For a software DSE one or more operating systems/relational databases, understanding of network/security layers, architectural savviness to troubleshoot customer API. **·** DSE’s have a high level of experience in Linux and Windows configuration and performance tuning. **SKILLS** **·** Must have industry related experience and/or have in-depth EMC technical support experience and understand the market and business trends of EMC in order to identify and anticipate problems. Demonstrates superior analytical and problem solving skills while managing diverse and complex issues in high-pressure environments. **·** Works closely with engineering, product management, and other key internal organizations to drive innovation and performance around product requirements, enhancements, process improvements, and industry best practices. EMC Proven Professional Certification desired **Functional Area(s):** Customer Service & Support **Business:** EMC GES **Business Unit:** 206 - BACK UP & RECOVERY SYSTEMS **Location:** US - Utah - Draper **AutoReqId:** 173741BR

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