**Job Description:** Provide support to customer/users where the product is highly technical or sophisticated in nature. Responds to situations where first-line product support has failed to isolate or fix problems for customer. Represents the company to the customer ensuring the customer is satisfied. Responsible for providing telephone, email, chat and remote diagnostic technical support of servers, storage, switches, routers, blades and various software applications (Windows, VMWare, Exchange, Oracle, Netware, etc.). Answers questions about installation, operation, configuration, customization, performance and usage of assigned products. Verifies warranty entitlement and determines appropriate action. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation. Provides basic remote deployment, maintenance and consulting services.
**Principal Responsibilities** Consults and advises on more complex technical questions related to entire enterprise ecosystem Acts as central point of contact for product related issues and manages the customer relationship from a technical support perspective with minimal supervision Provides guidance, leadership, technical consultation and training to less experienced team members Participates in the creation and maintenance of knowledge database content 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 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 In addition to their technical expertise, maintains direct linkage into other key internal organizations necessary for fast problem escalation and expedited resolution status
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.
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.
**Critical Hiring Criteria:** This Technical Support Engineer II position is to provide support for Dell EMC, Isilon Storage Division advanced scale out storage solutions. Customers represent a broad range of Enterprise, Government and Vertical markets. Support cases are opened through multiple channels and support is provided through multiple means including phone, email and online channels.
This position requires management of multiple high visibility customer issues. The candidate will also be required to manage multiple escalations, involving communication with customers, engineering and management. Candidate will be required to work with engineering resources to reproduce issues and assist with resolution. Candidate will also participate in production and review of knowledge base articles and documentation and provide coaching and mentoring to lower level Technical Support Engineers.
The position is located in our beautiful Downtown Seattle office, close to multiple public transit options and covered parking. The successful candidate will have excellent customer relations, communication, problem identification and troubleshooting skills, as well as the following Technical Skills:
Required Technical Skills: Solid knowledge and experience with at least one of the following three areas:
+ Enterprise Storage Technology, such as; SAN or NAS + Networking protocols, communications and infrastructure configuration and troubleshooting such as: TCP/IP + Windows and/or Unix/Linux administration and command line interface;
Desired Technical Skills
+ Deep understanding of various file sharing protocols, including NFS and SMB/CIFS + Experience with Active Directory, LDAP and Kerberos + Computer and storage hardware configuration, administration and troubleshooting. + Proficiency in log and network trace gathering and analysis to resolution + End to end performance troubleshooting including bottleneck identification and resolution + File System and Kernel internals and operation, preferably on Linux and/or freeBSD, including debugging tools and skills + proficiency in shell scripting and multiple scripting languages
**Functional Area(s):** Customer Service & Support **Business:** EMC GES **Business Unit:** 205 - ISILON **Location:** US - Washington - Seattle **AutoReqId:** 185985BR