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
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**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.
**·** 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
Customer Service & Support
206 - BACK UP & RECOVERY SYSTEMS
US - Utah - Draper