Project APEX Data Storage Services Support Engineer
- Draper, Utah
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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- Problem Solver
Project APEX Data Storage Services Support Engineer
Project APEXis 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 an APEX Storage-as-a-Service (STaaS) Senior Engineer, you will be responsible for supporting storage, compute, networking & virtualization products in customers 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 through 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 Senior Engineer on our Product Services team in Round Rock, Oklahoma City or Draper to do the best work of your career and make a profound social impact.
What you’ll achieve
As a Senior Technical Support Engineer, you will resolve complex technical issues in a fast-paced, customer critical environment, working on improving processes, standards and strategies to perfect our Support Services.
Act as a remote customer advocate to champion specific customer needs for code currency, reporting and product knowledge in collaboration with field teams.
Understand and leverage technical communication structure; may be asked to participate in virtual team training and product knowledge sharing meetings.
Apply advanced technical expertise using standard operating and diagnostic procedures to resolve standard to complex level issues; identifies documents and escalates customer issues to senior resources.
Identify and interpret interoperability and support matrixes; identify reviews, create and deliver 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.
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:
5 to 8 years of experience in a technical support position
Strong customer orientation, excellent phone etiquette and work ethic
Extensive knowledge of infrastructure, client and cloud solutions
Expertise Installing, Configuring and Troubleshooting: File and/or Block storage arrays; Server Hardware and Operating Systems; Systems Management technology; Server Virtualization technology; Network Attached Storage/Direct Attached Storage Hardware; IP and Fibre NetworkingExcellent communications skills and ability to work with calmness and composure under stress
Dell Technology Proven Professional Certification desired.
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: Global-Services Product-Services Engineering Job ID: R098254
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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.
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.
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.
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.