Senior Escalation Engineer, ScaleIO
St Petersburg, Russian Federation
3 часа назад

Competitive salary

Saint Petersburg, Russia

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company we are a people company.

We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities.

We can’t wait for you to discover this for yourself as a Senior Escalation Engineer in our ScaleIO team in Saint Petersburg.

The Software Engineering team delivers next-generation software application enhancements and new products for a changing world.

Working at the cutting edge, we design and develop software for platforms, peripherals, applications and diagnostics all with the most advanced technologies, tools, software engineering methodologies and the collaboration of internal and external partners.

In this role L3 EE Support Engineer will apply advanced level technical support expertise to resolve highly complex customer issues, while assuming an escalation point to L2 Support.

You will work closely with the code-developers in resolving customer issues. You will identify and provide resolutions to a diverse range of complex technical problems.

Provide determination and resolution for customer issues. You will close customer cases loop with a proper KB or a white paper.

You may need to engage partner vendors or escalate to more senior resources to resolve more complex issues. You will be expected to develop and participate in solutions based ScaleIO training and problem resolution skills development.

Key responsibilities

  • Apply advanced technical expertise using standard operating and diagnostic procedures to resolve issues
  • Communicate technical issues to external customers in a fast paced and customer critical environment
  • Maintain a closed-loop communication style, assuring all appropriate individuals are notified of ongoing issues and problem resolution status
  • Take part in field support and L2 support training and development of training content
  • Explore new tools and technologies and develop few of your own
  • Essential requirements

  • BSc or MSc in computer science or related technical discipline
  • 3-5 years experience of customer support
  • Expert knowledge of operating systems (VMWare ESX / Linux / Windows) Installation and configuration
  • Good knowledge of TCP / IP networking
  • Scripting Perl / Python / Shell
  • Desirable requirements

  • Networking experience : TCP / IP Protocol, infrastructure
  • Familiarity with applications, database (SQL, Exchange, Oracle) and clusters
  • Benefits

    We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities all to create a compelling and rewarding work environment.

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