Senior Engineer, Technical Support (Data Domain)
Dell EMC -
Cairo, EgyptPosted 5 years ago18People have clicked1 open position
Job Details
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Job Description
- Assist customers with standard backup software integration with Data Domain Products.
- Obtain data from customers to get a thorough understanding of customer requirements and problems.
- Interface with customers via e-mail, phone and/or WebEx.
- Analyze logs and core files as needed to work towards resolution of customer issues.
- Work with 3rd party service providers in the process of analyzing and resolving customer issues.
- Generate problem reports in Bugzilla to coordinate with engineering to obtain quick resolutions for customer related issues.
- Answer live incoming phone calls and respond to e-mails to troubleshoot, manage, collaborate and resolve customer problems related to the Data Domain product family.
- Create content for the knowledge base through accurate case documentation.
Job Requirements
Technical Competency:
- Linux/Unix Systems Administration is critical
- Linux/Unix Internals is a plus
- Core analysis kernel/application
- C-programming
- Knowledge of storage subsystem arrays
- Ability to collect and analyze core file dumps.
Skills Required:
- Excellent oral and written communication.
- Strong interpersonal and problem-solving skills.
- Ability to create clearly documented bug reports as needed.
- Ability to read and understand technical bug reports.
- Self-starter with ability to learn quickly and operate in a fast paced environment.
- Ability to identify root cause of an issue (isolate in source code) and write or assist in writing of RCA documents
Experience Required
5+ years Technical Support experience (Backup, Storage environment preferred)
