Senior Software Engineer (Technical Support Engineer III)

Company Name:
EMC Corporation
Provide technical support expertise in a complex information infrastructure environment to integrate EMC products and systems with other EMC and non-EMC computer systems being operated by customers. Independently diagnose and resolve highly complex customer issues involving unique systems and environments and unique operational issues. Interface directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution. Accept escalated requests from other technical team members as the subject matter expert, use knowledge gained from prior job-related experience to make independent decisions in determining service level severity and assess when and how to escalate to other resources. Act as a remote customer advocate and provide problem determination to resolve customer issues. Identify and document with management to proactively revise current procedures and tools to improve customer satisfaction. Apply systems analysis techniques and procedures to determine hardware and/or software systems functionality. Analyze and use highly technical troubleshooting tools, content and analytical practices, as well as operational and diagnostic procedures, to diagnose and resolve issues in unique and often complex customer environments. Provide documentation and direct advisory to Field Technical Specialists, Account Managers, Sales and other EMC Technical support. Identify and interpret interoperability and support matrixes and identify, review, contribute and develop knowledge-based articles for other Technical Support Engineers and/or customers regarding technical solutions. Validate technical information and issues and work with GSPM/Engineering on early warning and disseminate information. Provide technical feedback from a usability/customer perspective to the Engineering and Product Management organizations and must be available to work on projects at various sites throughout the United States.
Employer will accept a Bachelor's degree in Computer Science, Engineering, Business, Math, Physics, or a related field, followed by four years of progressive, post-baccalaureate work experience in job offered or in a computer-related occupation. Experience must include: 1) Vendor and project management skills; 2) TCP/ IP such as client/server communication and routing with multivendor providers such as CISCO, BROCADE, and ALLIED TELLESYS router/switch brands names; 3)UNIX, LINUX, MAC OS, and WINDOWS, 4) Microsoft Exchange, Microsoft SharePoint, and Lotus Server operations; 5) Database operation such as ORACLE, SYBASE, Microsoft SQL and SAP; 6) Cloud Computing and Virtual environments, VMWARE; 7) PERL and SHELL. Any suitable combination of education, training, or experience is acceptable. Must be available to work on projects at various, unanticipated sites throughout the United States.

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