Senior Technical Support Engineer Elastic Cloud Storage

Senior 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 Senior 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 for 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 open cases through multiple channels such as phone, email and online channels.  The successful candidate will have excellent customer relations, communication, problem identification, troubleshooting skills and a strong technical background in multiple areas as detailed below. 

You will:

• Apply advanced technical expertise using standard operating and diagnostic procedures to resolve standard to complex level issues; identify, document and escalate customer issues to senior resources.
• Identify and interpret interoperability and support matrices; identify, creates and deliver timely and highly focused training programs and/or serviceability enhancements within the Field and Remote technical support departments.
• Maintain a “closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status.
• Be responsible for sharing all acquired knowledge concerning problem resolutions; lead efforts in facilitating problem re-creation and failure analysis systems level issues.
• Contribute to centralized problem identification and resolution databases; may have senior-level tasks similar to Engineering for assigned product and skills and assist junior engineers on complex cases and elevated engagements. 

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  

• 5+ years of relevant experience in a professional role with a Bachelor’s degree or the additional equivalent experience
• Strong working knowledge of two or more of the following; VMware (vSAN, vSphere, VCF, NSX), Linux, Enterprise Networking (Dell Networking, Cisco), Backup/Archiving knowledge, Engineering-level certifications, such as: CCNA/CCIE, VCP, VCAP, RHCE  
• Ability to work in a team environment and independently.
• Analytical ability, communication skills and detail oriented.
• Vendor management skills.

Desirable Requirements  

• Knowledge of Kubernetes
• Coding skills