Principal Technical Support Engineer - Elastic Cloud Storage

Principal 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 Principal 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 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 cases are opened through multiple channels and support is provided through multiple means including phone, email and online channels.

The successful candidate will have excellent customer relations, communication, problem identification and troubleshooting skills.

The candidate will have a strong technical background in multiple technical areas detailed below.

You will:


* Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues.

Identifies, documents and escalates customer issues to engineering teams as appropriate.


* 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 may provide senior or expert level tasks similar to Engineering for assigned products or skills.


* Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions.

Identifies, documents and reports design, reliability and maintenance issues.

Gains support and commitment from others and mobilizes people to take action.

Understands and leverages DellEMC's technical communication structure.

Sphere of influence extends well outside of the department.


* Leads e...