Tech Support Engineer V

  • Company: EMC is now part of Dell Technologies
  • Posted: September 28, 2016
  • Reference ID: 171000BR
**Job Description:** **Escalation Engineer** Provide expert product technical leadership to the field sales organization, engineering, and influence industry standards in support of the worldwide sales and customer satisfaction efforts. Applies escalation expertise in order to resolve complex customer issues by coordinating the technical support teams. Interfaces with Senior Management, Technical Support, Sales, Marketing, Customer Service and external customers to resolve business, and technical issues on all products and services. **Responsibilities and Deliverables:** + Interact with VCE (and/or VMWare, Cisco, EMC directly) technical support and platform engineering resources to ensure post sales customer escalations are prioritized and managed within the customer support framework. + Integrates customer and VCE business requirements with technical requirements to determine best course of action when resolving customer issue. Enables sales by positioning solutions to protect vBlock product image while identifying sales opportunities. Gather customer intelligence on concerns and expectations. + Provide technical updates, documentation, white papers, presentations, demonstrations, field sales and customer consulting, customer briefing and executive presentations. + Interfaces with customer on behalf of senior management via customer meetings and written communication. + Provide technical consulting and installation advice at customer sites and remotely in support of product roll-outs ensuring product specifications are met. + Ability to conduct customer requested functional/performance testing + Provide technical expertise for products to influence development efforts with documentation and training materials. + Field visits, consulting with customers and EMC personnel on technical analysis and feedback of perceived products strengths and weaknesses. + Works on unusually complex problems and provides solutions which are highly innovative. + Develop and implement feedback mechanisms for use in preventing future support process break downs. + Take responsibility for customer and internal management communications bridges. + Take the lead in development and presentation of post event Root Cause Analysis Reports as required. + Participate in on site customer meetings during or post escalation if required. + Provide a weekly update of “Escalated” Issues for review by Customer Advocacy Director, as well as Technical Support management and use in other reporting to Senior Executives. + Participate in special projects as necessary to improve the technical team; and work on cross-functional teams which improve processes within Customer Care. + As a 24X7X365 organization, shift work, holidays and on-call responsibilities will be required, as well as occasional travel to customer sites. **Qualifications and Experience:** + Eight to ten years of relative experience + Expert skill set in one or more vBlock products + Understanding of VCE and vBlock solutions. + Ability to quickly learn new technologies as required + Willing to travel to customer sites as needed (20%) + Experience working with customers both in person and remote. + Thrives working in a high-pressure environment. + Broad system application and IT knowledge + Bachelors (Tech) degree or equivalent **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:** CPD (VCE) **Business Unit:** 211 - VCE **Location:** US - Texas - Richardson **AutoReqId:** 171000BR

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