SDS L3 Engineering

DELL    Hopkinton, MA
Job Description

Key Responsibilities

  • Provide L3 engineering level support to the corporate support organization for products in the SDS Sustaining Engineering related technical issues that originate from customer installations. Through defined service level arrangements work as a team to ensure 24 * 7 coverage.
  • Leverage development engineering teams to come to root cause in field related escalations and manage communications and feedback to support team members and management. Where necessary, customer and account team conference calls will have to be attended where a sustaining engineer represent SDS Engineering.
  • Identify code bugs, product related issues or negative trends in field escalations, document in bug tracking systems. Quantify the impact on support and customer of these problems and work directly with SDS sustaining development team in determining severity, priority and targeted code for fix.
  • 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.
  • Provide documentation and direct feedback to other Dell Technology Technical Support co-workers as appropriate. Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues.
  • Facilitate knowledge transfer from development engineering for existing product components, bug triage and fix methods, and be the technical reviewer of all knowledge centered solutions. Where applicable, sustaining engineer document and present detailed procedures to be used by high level support for ad hoc workarounds.
  • Engage in Corporate Quality efforts to measure the quality of hotfix & critical code fixes and procedures. Provide root cause analysis of high impact cases and put in place procedural fixes that ensure the problems are avoided in the future.
  • Identify areas where product serviceability causes inefficiencies and problems for field and remote support staff. Cogitate as a team and advise short term solutions.
  • Participate in the development of platform level scripts that aid in removing human error, speed up triage or empower support to carry out more complicated investigation and fixes.
  • Setup and maintain local lab environments utilizing these systems during escalation triage. Stay current on latest technologies, features, components and fix utilizing lab environments.
  • Essential Requirements

  • Deep troubleshooting skills and experience of DELL EMC Midrange products examples: CLARiiON CX, AX, VNX/e, Cellerra and Fluid FS
  • Strong knowledge of SAN & NAS Storage
  • Experience in Windows/Linux environments
  • Experience with one or more the following source code control systems: Clearcase, Jira, Accurev and GIT
  • Experience with UNIX internals, UNIX file system, file access protocols (CIFS, NFS)
  • SMI-S provider development experience
  • In-depth UNIX skills including a strong knowledge of Perl, Python and shell scripting along with Test Automation experience
  • Programming in one or more of the following: C, C++ a plus
  • Self-starter with strong self-motivation, able to work under remote management with directives limited to general goals.
  • Strong technical aptitude with analytical approach and tenacious problem solving skills.
  • Excellent verbal and written communication skills with matching organizational skills
  • Ability to handle multiple competing priorities and work in a dynamic environment is essential

  • Tue, 23 Apr 2019 11:12:15 GMT

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