Designated Support Engineer II - VPLEX (Work from Home - US)_189179BR
Location: Draper, Utah
Posted: October 19, 2017
Reference ID: R10848
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The Dell Technology 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, service call resolution, proactive support, and troubleshooting as it relates to the assigned Dell Technology product/s . The Engineer combines technical skills with strong problem solving, communication, business, and management skills to address and resolve a diverse range of complex problems.�ResponsibilitiesCritical Technical Knowledge: Depending on the customer's Dell Technology 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 sof. In addition to their own advanced technical expertise, they have direct linkage into other key Dell Technology organizations necessary for fast problem escalation, expedited resolution status, and to prioritize product defects and issues.Must have extensive industry related experience and understand the market and business trends of Dell Technology in order to identify and anticipate problems.Demonstrates superior analytical and problem solving skills while managing critical and complex issues in high-pressure environments. Technical Expertise in two or more Dell Technology product suite areas.The Designated Support Engineer is the central point of contact for product related issues and manages the customer relationship from a technical support perspective.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, they identify, document, and report issues with design, reliability, and maintenance issues.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.�Work on call one week every 8 weeksSkillsStrong Knowledge in Vplex Storage SolutionsVMWare Experience (Vsphere,Vcenter,ESX, or VOrchestrator)�VCP Certification Preferred�Experience with Fibre Channel�Strong Experience with SAN TechnologyAbility to work on call 1 week every 8 weeksAbility to influence others to achieve results.Communication skills.Customer focused.Possesses strong product/technology/industry knowledge.Ability to work in a high-pressure environment.Troubleshooting skills.Understanding of Dell Technology's products and their value added to the customer.�Education and ExperienceTypically requires 8+ years of related experience in a professional role with a Bachelor?s degree; or 6+ years with a Master?s degree; or 3+ years with a PhD; or equivalent experience� Dell is 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. Dell encourages applicants of all ages.
Job Family: Product Services
Job ID: R10848