Provide global, customer-facing technical support for cloud-based applications integrated with Dell EMC Isilon/PowerScale and PowerStore. Diagnose, document, and resolve software and configuration issues, escalate complex problems, maintain ownership of customer communication, contribute to knowledge base, and participate in shift rotations and team training to meet SLAs.
Role Overview
The Customer Support Engineer provides technical support for customers using cloud-based applications across enterprise environments, including Dell EMC Isilon/PowerScale, PowerStore, and related NAS platforms. The products integrate deeply with Dell EMC Isilon/PowerScale environments, and this role will support customers running those platforms day-to-day. This role focuses on building strong diagnostic, communication, and documentation skills while adhering to support processes and SLAs.
What You'll Do
- Provide global, customer-facing support for cloud-based software application through tickets and remote troubleshooting sessions.
- Diagnose, document, and resolve software or configuration issues following established procedures.
- Escalate complex issues appropriately while maintaining ownership of customer communication.
- Document solutions and contribute to the internal knowledge base.
- Participate in shift rotations and internal team training sessions.
Required:
- Hands-on experience with Dell EMC Isilon/PowerScale or PowerStore, including administration, configuration, and troubleshooting in production environments.
- Working knowledge of enterprise NAS concepts: SMB/CIFS, NFS, access zones, storage pools, and data protection policies.
- Foundational understanding of Linux, networking, and troubleshooting.
- Familiarity with DNS, Active Directory, NFS, and Windows systems.
- Strong written and verbal communication skills and attention to detail.
Preferred:
- Experience with OneFS architecture or distributed file system concepts.
- Familiarity with additional storage platforms such as Pure Storage, or VAST Knowledge of database querying (SQL/PostgreSQL).
- Experience in a customer-facing technical support or field engineering role.
- 1 to 2 years of experience with Linux.
What Success Looks Like
- Deliver timely, professional, and customer-focused support aligned with the support standards and SLAs.
- Build strong troubleshooting capabilities across cloud-based products, Linux environments, networking, and customer infrastructure.
- Consistently maintain clear communication and ownership throughout the customer support experience, even during escalations.
- Collaborate effectively with globally distributed Support and Services teams across Romania, India, and Canada to ensure seamless customer outcomes.
- Demonstrate continuous learning and growth by expanding product knowledge, improving technical depth, and contributing to internal documentation and knowledge sharing.
- Maintain accurate case documentation, troubleshooting notes, and resolution details to improve team efficiency and customer experience.
- Contribute positively to team culture by being dependable, collaborative, and customer-obsessed in day-to-day interactions.
- Support customer success by helping users maximize the value of cloud-based solutions while building trust and long-term relationships.
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