Escalation Engineer
Cork, Ireland,
18d ago

Complex Recovery Engineer / Escalation Engineer

Location : Cork, Ireland

The Converged Platform Solution Division (CPSD) of Dell EMC invented converged infrastructure and became a billion-dollar global market leader in under 5 years.

With expansion into high growth markets such as Hyper-Converged Infrastructure, PAAS and IAAS, CPSD is leading the charge once more as customers look for strategic partnerships to help them digitally transform.

We have evolved our strategy to have the industry's broadest CI / HCI portfolios from Blocks, to Racks and Appliances.

As part of Dell EMC, we are innovating at increased speed to deliver on speed to value implementations of IT transformation for our customers.

We are investing in people who are a Sales Operations Professional and enjoy the challenge of building a career within a dynamic and evolving global technology organization-

bring your ideas, creativity and ambition to CPSD. Success happens here and we want you to be a part of it.

Key responsibilities :

The Complex Recovery Engineer (CRE), aka Escalation Engineer will provide expert product technical leadership to field organizations & engineering, in support of the worldwide sales and customer satisfaction efforts.

The CRE applies escalation expertise in order to resolve complex customer issues in coordinating the technical support teams.

Interfaces with Senior Management, Technical Support, Sales, Marketing, Customer Service and external customers to resolve business, and technical issues, both proactively and reactively, on all products and services.

Working to pre-defined targets the successful candidate will :

Lead technical escalations and interact with technical support teams and platform-engineering resources to ensure post sales customer escalations are prioritized and managed within the customer support framework.

  • Integrate customer and Dell EMC CS CPSD business requirements with technical requirements to determine best course of action when resolving customer issues.
  • Provide technical updates, documentation, white papers, presentations, demonstrations, field consulting, customer briefing and executive presentations.
  • Interfaces with customer on behalf of senior management via customer meetings and written communication.
  • Provide technical consulting and installation advice in support of product rollouts ensuring product specifications are met.
  • Ability to conduct customer requested functional / performance testing.
  • Provide technical expertise for products to influence development efforts with documentation and training materials.
  • Consulting with customers and investor company personnel on technical analysis and feedback of perceived products strengths and weaknesses.
  • Works on unusually complex problems and provides solutions which are highly innovative
  • Develop and implement feedback mechanisms for use in preventing future support process breaks down.
  • Develop and share Knowledge to address serviceability and supportability issues identified.
  • Take the lead in development and presentation of post event Root Cause Analysis Reports as required.
  • Participate in on site customer meetings during or post escalation if required.
  • As a 24X7X365 organization, shift work, holidays and on-call responsibilities may be required as well as occasional travel to customer sites.
  • Essential Requirements :

  • Understanding of Dell EMC Converged & Hyper Converged systems
  • Cross-product training on Dell EMC systems is highly desirable.
  • Adaptable (ability to quickly learn new technologies as required)
  • Customer facing experience.
  • Ability to work in a high-pressure environment.
  • Problem solving Ability to be resourceful and figure things out .
  • Self-confidence Ability to express opinions and influence effectively.
  • Professional demeanor punctuality, professional attire.
  • Technical Skills : Specialist skills in VSphere, VSAN & Dell PowerEdge are requiredVMWare Cloud Foundation, NSX, Dell Switching / Cisco NXOS switching & ScaleIO are also beneficial
  • Education Required : Bachelors (Tech) or equivalent
  • Experience Required : 8-10 Years
  • Physical Requirements : No
  • Limited Travel Required : Yes
  • Benefits

    Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

    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.

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