Technical Support Engineer IV(s)

Company Name:
EMC Corporation
DUTIES: Applies advanced systems level technical expertise to resolve highly complex systems level customer issues. Travel onsite to meet with Customer, if onsite assistance is requested. Work on escalated customer issues and drive technical resolution. Act as Subject Matter Expert for the EMC Captiva (North America) Support team. Provide technical assistance (Level 2 Support) on Captiva Customer Service Requests. Analyze issues and determine the needed course of action. Work with EMC Captiva Engineering team for detailed analysis on issues and bugs. Analyze trends with customers and proactively work outstanding service requests in high activity customer sites. Assist with defining processes in the development of the Critical Incident Program. Work with various teams in providing required escalation data reports. May be assigned to projects that require extensive knowledge of Captiva products to assist with resolving various types of technical issues. May be assigned to various, unanticipated sites throughout the United States.
REQUIREMENTS: Masters degree in Comp. Sci., Engin(any), Business, Math, Physics, or related technical field. 24 months experience in job offered or computer related occupation. Experience must include: 1) working with clients to determine needs and determining EMC Captiva solutions, 2) Architect, design and develop solutions based on client requirements, 3) Providing administration, support and maintenance for EMC Captiva implementation, 4) EMC Captiva Products - InputAccel, Dispatcher, Formware, 5) Visual Basic, Visual Basic for Applications, .Net, C#, SQL, and 6) Windows Administration, Database Administration, Network Administration. Experience may be gained concurrently. Any suitable combination of education, training or experience is acceptable.

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