Principal Technical Support Engineer Elastic Cloud Storage

Principal Technical Support Engineer – Elastic Cloud Storage  

At Dell Technologies, world-class service doesn’t end when our customer purchases our innovative products.  Our Technical Support team is there for them whenever they need help – no matter how complex the challenge, we rise to it.  We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products.  For critical matters, we use our systems to provide remote diagnostic technical support.  If there’s an issue with a customer’s product, we will analyze it, identify the cause, recommend a solution and document the problem.  

Join us as a Principal Technical Support Engineer on our ECS team in Ireland to do the best work of your career and make a profound social impact.

What you’ll achieve

As a Senior Technical Support Engineer, you will be truly rewarded working with some very high profile and strategic customers and partners globally.  Join Dell Technologies and you will work in a dynamic environment with other motivated, talented individuals who inspire greatness in their teammates.

Our unique position as a technology leader ensures that you’ll always be challenged in your work and supported in reaching your most ambitious goals.  The Senior Engineer position is to provide support for Dell Technologies, ECS Division.  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.  The successful candidate will have excellent customer relations, communication, problem identification and troubleshooting skills.  The candidate will have a strong technical background in multiple technical areas detailed below.

You will:

• Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues. Identifies, documents and escalates customer issues to engineering teams as appropriate.
• Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution. Contributes to centralized problem identification and resolution database may provide senior or expert level tasks similar to Engineering for assigned products or skills.
• Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions. Identifies, documents and reports design, reliability and maintenance issues. Gains support and commitment from others and mobilizes people to take action. Understands and leverages DellEMC's technical communication structure. Sphere of influence extends well outside of the department.
• Leads efforts in facilitating problem recreation and failure analysis of systems level issues. Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution. May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other DellEMC Technical Support co-workers as appropriate.
• Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.  Makes a recommendation to higher level technical support engineers or management for improving processes, standards and strategies. Regularly submits content to the knowledge database

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements  

• At least 5 year’s previous experience in a Technical Support Role (2nd or 3rd level support) is a requirement for this position
• Strong linux skills are required for this position.  Strong Fibre Channel and IP networking skills as well as detailed knowledge of VMWare, NFS, CIFS, HDFS,S3 Openstack swift and python scripting skills are an advantage.
• Ability to work in a team environment.
• Strong Interpersonal and leadership skills.  Provide technical lead to more juniors members of group in formulating new processes and best practices for ways of working
• Clear, professional communication skills with analytical ability.