Tech Support Engineer III (XtremIO Recovery Team)

Job Location: Cork, Ireland

GENERAL SUMMARY

Applies advanced systems level technical expertise to resolve standard to complex systems level customer issues. Takes on escalations from lower level engineers driving issues to closure with the primary focus on reducing the length of time needed to recover a customer’s environment during a DU/DL event, along with proactively working to reduce future events. Identifies and provides resolutions to a diverse range of complex technical problems. Mentors others by providing validated technical information, support process instructions and special support requirements. Engineers provide problem determination and resolution for customer issues. Develop and implement resolutions to identified problems, and follows standard practices and procedures. Identifies, records and works with management to proactively revise current procedures and tools to improve customer satisfaction.

PRINCIPAL DUTIES AND RESPONSIBILITIES

· 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.

· Customer- facing escalation management, including managing code red messaging during DU/DL events.

· Leads efforts in facilitating problem recreation and failure analysis of systems level issues.

· Engineering collaboration for serviceability enhancements and tool development.

· Reduction of TTR (Time to Restore/Resolve)

· Increase CSAT (Customer Satisfaction) by assisting with root cause analysis & case closure.

· Provide ongoing skills enhancements to support personnel by developing expert level training modules and conducting brown bag training sessions.

· Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.

· Validates technical information and issues early warnings and disseminates information as needed. As a 24X7X365 organization shift work, holidays and on-call responsibilities may be required.

· Continues to develop technical and business knowledge related to EMC products. Makes a recommendation to higher level technical support engineers or management for improving processes, standards and strategies. Regularly submits content to the knowledge database. Regularly reviews and approves submitted content to the knowledge database.

· EMC Proven Professional Certification desired.

SKILLS

· Communication skills.

· Analytical ability.

· Knowledge of job associated programming languages.

· Detail oriented.

· Ability to work in a team environment.

· Ability to work independently.

· Vendor management skills.

Job ID: 116079BR

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