Designated Support Engineer II
Designated Support Engineer II - Symmetrix
GENERAL SUMMARY The EMC Designated Support Engineer II is an advanced resource that provides personalized, in-depth technical support and proactive planning to a designated customer. The Designated Support Engineer is the customer's central point of contact for problem management, service call resolution, proactive support, and troubleshooting as it relates to the assigned EMC product/s . The DSE II combines highly complex technical skills with strong problem solving, communication, business, and management skills to address critical problems that frequently require the development of unique and creative solutions. The Designated Support Engineer II is a key contributor to the organization and exerts significant latitude and influence when working closely with Engineering and other technical business units to ensure resolutions are expedited and to proactively revise procedures and tools to improve overall customer satisfaction. PRINCIPAL DUTIES AND RESPONSIBILITIES The Designated Support Engineer is the central point of contact for product related issues and manages the customer relationship from a technical support perspective. Provides proactive technical support and clearly communicates procedural and status updates in complex and often critical customer environments. The Designated Support Engineer may be designated to provide support to the customer remotely or on an exclusive basis at the customer site. Understands the customer's technical environment through regular communication and business reviews. Develops support plans that recognize the customer's priorities, challenges, initiatives, and potential areas for improvement. Regularly reviews and provides guidance on upcoming product line features with customer. Provides regular status reports and outlines upgrade plans jointly with customer. Using independent judgment and technical expertise, they identify, document, and report issues with design, reliability, and maintenance issues. In addition to their own advanced technical expertise, they have direct linkage into other key EMC organizations necessary for fast problem escalation, expedited resolution status, and to prioritize product defects and issues. Critical Technical Knowledge: Depending on the customer's EMC product suite being supported, the Designated Support Engineer will have an architectural understanding of the customer's storage environment. This may include product components from the software or hardware offerings of EMC. For a software DSE one or more operating systems/relational databases, understanding of network/security layers, architectural savviness to troubleshoot customer API solutions and knowledge of prevalent Programming languages such as, but not limited to, C++, Visual C++, Java/JavaBeans, HTML, Perl, SQL are a plus. Symmetrix, Clariion, Celerra Centera and switch expertise will be taken into consideration for specific platforms-based DSE positions. The ability to utilize various diagnostic utilities will be essential to these positions. Technical Expertise in two or more EMC product suite areas. Must have extensive industry related experience and understand the market and business trends of EMC in order to identify and anticipate problems. Demonstrates superior analytical and problem solving skills while managing critical and complex issues in high-pressure environments. Works closely with engineering, product management, and other key internal organizations to drive innovation and performance around product requirements, enhancements, process improvements, and industry best practices. EMC Proven Professional Certification desired. SKILLS Understanding of EMC's products and their value added to the customer. Possesses strong product/technology/industry knowledge. Customer focused. Ability to work in a high-pressure environment. Troubleshooting skills. Communication skills. Ability to influence others to achieve results.