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Senior Principal Engineer, Technical Support- Elastic Cloud Storage

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  • Cork, Ireland
  • 06/03/2021
  • R096983

Overview

We believe that progress lives at the intersection of technology and humanity, and that our role is to bring innovation to people everywhere to drive progress around the world. Every member of our team plays a critical role in bringing our purpose to life — through our work, passion and commitment to do the absolute best we can for our company, our customers and each other.

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Success Profile

What makes a successful Product Services team member?
Check out the top traits we’re looking for and see if you have the right mix.

  • Analytical
  • Communicator
  • Conceptual
  • Inventive
  • Problem Solver
  • Results-driven

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Responsibilities

Senior Principal Engineer, Technical Support- Elastic Cloud Storage

Join us as a Technical Account Manager on our Elastic Cloud Storage team to do the best work of your career and make a profound social impact.

What you’ll achieve

Are you a brilliant problem solver who could provide front-line support for a game-changing, enterprise-wide support service? Do you want to be a hero to Dell’s customers by resolving their complex IT issues? Within Dell Services, we are looking for a SeniorPrincipal Engineer to join our remote technical assistance team in EMEA, as well as providing telephone and email assistance to our global customers as part of the Dell Global Service Desk.

Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.

You will:

  • Customer Management: You ‘own’ your customers. Requires a passion for customer and a strong desire to handle a variety of technical and business issues for customer including very basic issues, complex technical issues, and political challenges, and issues that are ambiguous and require identification. Schedule weekly/bi-weekly customer call to review all open issues. Complete a quarterly business review (QBR) at the end of each quarter to showcase the TAM for ECS value and share with relevant stakeholders. Building a relationship as a trusted advisor to your customers is key.

  • Problem / Case Management: You are your customers’ champion. Engage as a single point of contact for any issue with the Elastic Cloud Storage product range for the assigned customer(s). Must be adept at troubleshooting not only product issues, but product issues that arise due to infrastructure, interaction with third party products, hardware issues, training or education issues, etc. Must be comfortable troubleshooting complex, command-line based analysis, able to parse and interpret not only product logs and output, but all OS level output as well. This position requires significant experience in troubleshooting break/fix activities outside of installation and implementation.

  • Communication and Reporting: The TAM for ECS is responsible for managing case logs and communications with the customer including the generation and distribution of reports, conducting weekly status calls to assess current issues and operations. Assessment and participation in planning for growth, migration, new product introduction, DR testing, etc. is expected as well.

  • Proactive Support: The TAM for ECS will provide proactive guidance on subsequent releases of the all contracted products, working with the customer to determine which releases offer relevant improvements, assisting with upgrade planning as needed.

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

  • 7+ year’s previous experience in a Technical Support Role and Proven Mastery Installing, Configuring and Troubleshooting
  • SME level knowledge of Elastic Cloud Storage required
  • Expert Knowledge in Three or more and Competent Knowledge across an additional Three or more of the following technologies: Microsoft Applications (Exchange, Skype for Business, SharePoint, and Active Directory), Linux OS, Database (Oracle/SQL), Enterprise Wireless Networking, SAN Hardware and Software, Network Attached Storage Software, Backup/Archiving/Deduplication
  • Excellent Customer Service and Interpersonal skills with analytical ability.
  • Demonstrates initiative and good judgment in resolving issues effecting customer satisfaction

Desirable Requirements

  • Expertise Installing, Configuring and Troubleshooting: Server Hardware and Operating Systems, Systems Management technology, Server Virtualization technology, Network Attached Storage/Direct Attached Storage Hardware, IP and Fibre Networking,
  • Dell Technology Proven Professional Certifications and Industry level certifications, such as: MCITP / MCSE, CCIE/CCEE/ CCDA/CCIP/CCDA, VCAP, RHCE, SNIA, BCNE/BCFE, CWNA/ACMA

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress. 

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more. 

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today. 

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

Application closing date: 24th June 2021

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Employment Opportunity Policy here.

Job Family: Product-Services Engineering Tech-Support Services Job ID: R096983
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Global Sales at Dell

We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere so they can transform the way they work and live. Join our sales team and be a part of our story.

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Key Benefits

  • Rewards & Development

    It's simple. We believe in rewarding our team members for a job well done, investing in their professional development and filling the majority of our open positions internally.

  • Health & Wellness

    As part of our overall rewards, we offer benefits programs designed to help you maintain a healthy lifestyle. These benefits are based on your location, so please ask your recruiter for more details.

  • Flexibility

    Dell’s Connected Workplace program offers new ways to work and enables eligible team members to choose the style that best fulfills their needs, both in their job and their personal life.

  • Other Benefits

    You may be eligible for other programs in your location including employee purchase program, paid time away from work, financial and savings programs and more. Talk to your recruiter for more details on what benefits programs are available in your location.

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Life at Dell

Discover life at Dell from our employees who are leading the way toward innovation and digital transformation.

Come be a part of the talented, dedicated and motivated teams in the Dell family by applying today.

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Culture

Our culture is defined by our values and made real every day by how we work and lead. We know our culture is the foundation for all we’ve achieved, and for all the success ahead of us. Don't take it just from us – see what our employees say in our annual "Tell Dell" results.

  • 90% My leader cares about my well-being both professionally and personally.
  • 93% I am proud that I never have to worry about Dell Technologies showing up in a headline damaging our ethical reputation.
  • 90% My job means more to me than just a paycheck and benefits
  • 94% I believe flexible work arrangements (e.g., working remote, mobile, telework, etc.) at Dell Technologies contribute positively to our performance as a company.

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