职位描述：
Description
Enterprise International Product Support Engineer
General Summary:
The Enterprise International Product Support Engineer role consists of four main areas: Eng. Level Product Support, New Product Introduction Activities, On-site in-depth problem analysis/resolution, and Technical Support Engineering activities.
The first objective of this role is to provide Enterprise Server, Storage, and Software product centric, engineering level technical analysis in resolving post-Sale, post-Release product issues. This is primarily a Lab based role tasked with utilizing in-depth technical analysis methodologies and tools.
The second objective of this role is to drive product reliability and serviceability by providing customer and/or field focused information into the ESG Product Release Process (PRP)
The third objective of this role is to provide on-site representation for ESG in the technical resolution of critical customer incidents/situations. This Engineer will engage as necessary in conducting on-site analysis utilizing advanced debug techniques and/or coordinating information between the customer location and Dell. Additional responsibilities for this position include providing the highest escalation level of technical support for Dell's products to Regional tech support organizations
The fourth objective of this role is to improve the technical incident resolution process for ESG Products. This engineer becomes intimately knowledgeable to the processes and tools utilized by Regional Technical Support (Worldwide) and drives improvements in all areas of the resolution process by improving/reviewing/sustaining Trouble Shooting Trees, Assessing/Improving Training content, Analyzing call drivers/trends, and improving process flow
Principal Duties and Responsibilities:
Conduct Engineering level analysis and root cause isolation for post-sale, post-RTS product issues reported on any component in the Dell Enterprise solution (hardware/firmware/software areas, SCSI /Network environments). Travel to customer locations in Asia Pacific region as necessary to perform root cause analysis and present solutions for escalations according to prioritization. Act as an interface for escalations to Development if required to resolve customer issues. Publish Product Support Quick Notes, Alerts, and Technical Assistance Bulletins. Communicate new product issues to tech support.
Qualifications
In-depth understanding of various Operating System Architectures (MS, LINUX, NOVELL), networking, and industry protocols (SCSI, PCI, SAS, SATA etc). Ability to identify potential product weakness and be able to provide design guidance and recommendations for improvements to subsequent redesigns. Able to drive problem-solving strategies for complex problems that involve cross-functional disciplines. Problem solving and analysis skills. Ability in organizing and managing multiple projects, setting priorities and working independently under aggressive timelines. Negotiation and persuasion skills, Proficient in reading and understanding technical data sheets. Understanding of machine characteristics that affect software systems. Fluent in both spoken and written English.
Degree in Computer Science, Engineering, or related field. |
