Technical Support Engineer - Elastic Cloud Storage

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 Technical Support Senior 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 Technical Support Engineer, you will be responsible for delivering front-line remote technical support and resolving complex IT issues across enterprise environments. You will work with European customers and highly skilled technical advisors on diagnosing hardware and software problems, driving resolution through advanced troubleshooting tools, and championing the customer experience as part of the Dell Global Service Desk.

You will:

• Diagnose and resolve complex issues by applying systems analysis techniques, advanced troubleshooting tools, and diagnostic procedures across unique customer environments, escalating to senior resources when necessary.
• Communicate and document effectively by maintaining closed-loop communication with internal and external stakeholders, managing your own caseload priorities, and setting clear expectations with customers throughout the resolution process.
• Build and share knowledge by contributing technical solution articles to the knowledge database, reviewing content for accuracy, mentoring less experienced team members, and participating in eServices content creation such as chat, support forums, and self-service resources.
• Develop subject matter expertise by continuously learning new technologies and products while coaching peers through presentations and informal training sessions.
• Support a 24×7×365 operation with flexibility for shift work, weekends, holidays, and on-call responsibilities as required.

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

• University education (preferably a technical degree) or relevant Microsoft certifications, with 2+ years of experience in OS and system administration (UNIX/FreeBSD, Linux, Windows, VMware).
• Strong knowledge of networking and file-serving protocols (TCP/IP, NFS, SMB, iSCSI, HTTP, FTP), directory services (LDAP, NIS, ADS), and experience with network packet capture and analysis including Layer 2/3 protocols.
• Fluency in English with excellent communication, interpersonal, and customer service skills, plus the flexibility to work shifts in a high-pressure environment.
• Ability to work independently, quickly learn new technologies, and apply analytical problem-solving across complex technical environments.

Desirable Requirements

• Experience providing remote IT support, with scripting skills in Python or Bash, familiarity with Docker, and/or proficiency in a second European language.
• Understanding of Dell/EMC products and their value to customers.