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Project APEX Cloud Platform Engineer, Technical Support

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  • Round Rock, Texas
  • 03/15/2021
  • R086425

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

Project APEX Cloud Platform Reliability Engineer, Technical Support

Project APEX is our strategy for delivering a radically simplified as-a-Service and cloud experience to our customers and partners. This spans PCs and IT infrastructure and it’s all from one trusted partner—unmatched in the industry.

As a Cloud Platform Reliability Engineer (CPRE), you will be responsible for supporting storage, compute, networking & virtualization products in customer’s on-premise or co-location datacenter managed through our new “as a Service” offering. Ideal candidates will have multidisciplinary technical skills & qualifications and ideally have experience supporting multiple products in the Dell ISG portfolio, as well as third party software vendors such as VMware, Microsoft & Red Hat. CPREs will be responsible for break/fix activities, as well as systems maintenance, operating environment upgrades & monitoring functions in conjunction with Site Reliability Engineering.

We’re on a mission to reinvent our support experience around a new customer service life cycle and need highly technical engineers to not only support our customers, but help us define the systems, tools & processes that will carry us into the future in support of Project APEX.

Join us as a Project APEX Cloud Platform Reliability Engineer, Technical Support on our Product Services team in Oklahoma City, Round Rock or Draper to do the best work of your career and make a profound social impact.


What you’ll achieve

As a Cloud Platform Reliability Engineer (CPRE), you will be responsible for supporting storage, compute, networking & virtualization products in customer’s on-premise or co-location datacenter managed through our new “as a Service” offering. Ideal candidates will have multidisciplinary technical skills & qualifications and ideally have experience supporting multiple products in the Dell ISG portfolio, as well as third party software vendors such as VMware, Microsoft & Red Hat. CPREs will be responsible for break/fix activities, as well as systems maintenance, operating environment upgrades & monitoring functions in conjunction with Site Reliability Engineering.

We’re on a mission to reinvent our support experience around a new customer service life cycle and need highly technical engineers to not only support our customers, but help us define the systems, tools & processes that will carry us into the future in support of Project APEX.


You will:

  • Act as a remote customer advocate to champion specific customer needs for code currency, reporting and product knowledge in collaboration with field teams. 
  • Recommends and utilizes standard internal and external diagnostic test equipment and product trace and logging procedures; provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other Dell Technology Technical Support co-workers as appropriate.
  • Identifies and interprets interoperability and support matrixes; identifies reviews, creates and delivers timely and highly focused training programs and/or serviceability enhancements within the Field and Remote technical support departments. 
  • Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases. 
  • Responsible for sharing all acquired knowledge concerning problem resolutions; leads efforts in facilitating problem re-creation and failure analysis systems level issues.
  • Contributes to centralized problem identification and resolution databases; may have senior level tasks similar to Engineering for assigned product and skills.
  • Will participate in the creation and maintenance of eService applications such as:  Chat, Knowledge-base content, Support Forums, etc.  Regularly submits content to the knowledge database. 

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

  • 6-8 years of relevant experience or equivalent combination of education and work experience (Undergraduate degree and 2-4 years relevant experience or Graduate degree and 0-2 years of relevant experience).

  • 3 years of experience integrating and troubleshooting a broad range of technologies including Servers, Storage and Networking in a datacenter environment

  • Proven Mastery Installing, Configuring and Troubleshooting: Server Hardware and Operating Systems, Systems Management technology, Virtualization technology; Network Attached Storage/Direct Attached Storage Hardware IP and Fibre Networking

  • Expert Knowledge in Two and Competent Knowledge across 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, Enterprise Virtualization, SAN Hardware and Software, Network Attached Storage Software, Backup/Archiving/Deduplication


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

  • Engineering-level certifications, such as: MCITP / MCSE, CCEE/ CCDA/CCIP/CCDA, VCAP/VCIX, 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.

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 Equal Employment Opportunity Policy here.

Job Family: Product-Services Engineering Global-Services Job ID: R086425

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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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