Senior Engineer, Technical Support
Dell Technologies
Bengaluru, India
1d ago

Are you a brilliant problem solver who could provide front-line support for a game-changing, enterprise-wide support service?

Do you want to be a hero to Dell’s customers by resolving their complex IT issues? Within Dell Services , we are looking for an Senior Engineer, Technical Support to join our remote technical assistance team in Bangalore

Company Details : Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities.

We believe in working together to build a brighter future, celebrating the entrepreneurial spirit that lives inside us all, and marrying innovation with action.

Dell is proud to offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.

Why Work for Us : Dell is primed to recruit the best and brightest candidates from all across the globe. We take pride in fostering a winning, innovative, inclusive employee culture.

We also take calculated risks and we celebrate big victories when they pay off.

Our Employee Value Proposition : Our Culture Code unites us and makes us a great family of companies and a great place to work.

It’s how we run the business, go to market, work together and provide inspirational leadership. Our culture code is defined by our values and are made real every day by defining expectations for how we work and how we lead.

Dell EMC Consulting delivers strategic guidance and expert integration of Dell EMC products and solutions to help customers rapidly transform their business and achieve optimal business outcomes.

RSA, The Security Division of EMC, is the premier provider of security, risk and compliance management solutions for business acceleration.

RSA helps the world's leading organizations solve their most complex and sensitive security challenges. These challenges include managing organizational risk, safeguarding mobile access and collaboration, proving compliance, and securing virtual and cloud environments.

Combining business-critical controls in identity assurance, encryption and key management, SIEM, data loss prevention, continuous network monitoring, and fraud protection with industry leading eGRC capabilities and robust consulting services, RSA brings visibility and trust to millions of user identities, the transactions that they perform and the data that is generated.

Summary : The Technical Support Engineer will provide remote technical customer support for Fraud and Risk Intelligence products.

RSA Adaptive Authentication is a comprehensive risk based authentication and fraud detection platform that takes a risked-

based approach to enabling strong, multifactor authentication using device forensics, behavioral analysis, and RSA eFraudNetwork matching..

Role and responsibilities :

  • Applies advanced systems level technical expertise to resolve highly complex systems level customer issues.
  • Uses independent judgment to accomplish objectives.
  • Accepts escalations from other technical team members as a subject matter expert.
  • Works closely with Engineering, Professional Services and other technical business units geographically located in EMEA, APJ and US to increase knowledge and resolve customer issues.
  • Identifies and provides resolutions to a diverse range of complex technical problems. Mentors others in providing validated technical information, support process instructions and special support requirements.
  • Engineers provide problem determination and resolution for customer issues.
  • Develop and implement resolutions to identified problems, and follows standard practices and procedures.
  • Identifies, records and works with management to proactively revise current procedures and tools to improve customer satisfaction.
  • May need to engage or escalate to more senior resources to resolve more complex issues. Develops broad knowledge of the organization's mission and strategy and relates it to day-to-day issues.
  • Challenges existing processes based on industry best practices, enhances these for the benefit of all.
  • Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues.
  • Identifies, documents and escalates customer issues to senior resources.

  • Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
  • Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status.
  • Responsible for sharing all acquired knowledge concerning problem resolution. Contributes to centralized problem identification and resolution database by creating knowledge base articles as needed.
  • Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions. Identifies, documents and reports design, reliability and maintenance issues.
  • Gains support and commitment from others and mobilizes people to take action.

  • Monitors and tracks its service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.
  • Validates technical information and issues early warnings and disseminates information as needed. As a 24X7X365 organization shift work, holidays and on-
  • call responsibilities may be required

    Skills Required :

  • 4+ years of combined experience in one or more of the following functional areas : Technical Support for Enterprise Software Systems, Software Development, Professional Services for Enterprise Software Systems, Quality Assurance / Engineering for Enterprise Software.
  • Strong understanding and knowledge of Java programming concepts, SQL, as well as web based applications and technologies.
  • Experience with deployed environments Java / J2EE, Oracle and SQL database systems running on Windows, UNIX, and LINUX platforms.
  • Strong administration experience with or knowledge of at least one or more of : Apache, Tomcat, Websphere, or Weblogic, and Oracle or MS SQL server, Linux, Unix, MS Windows.
  • Strong knowledge of Oracle DB, especially re-indexing and stats ins and outs.

  • Able to read and understand Java, JavaScript, HTML, JSP, XML, SQL, and Shell Script code in support of Java and SOAP transaction APIs is a desired.
  • Knowledge of SSL / TLS protocols, load balancers and network infrastructure desired.
  • Experience troubleshooting technologically challenging customer issues. Able to use advanced debugging techniques including analysis of heap / thread dump files, tracing, and performance tuning and monitoring.
  • Demonstrated ability to take initiative in identifying and resolving technical problems at customer sites via telephone and email, email and Webex / live session troubleshooting.
  • BS / MS in Computer Science or equivalent experience.
  • Benefits :

    We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities all to create a compelling and rewarding work environment.

    Our EVP :

    Our Culture Code unites us and makes us a great family of companies and a great place to work. It’s how we run the business, go to market, work together and provide inspirational leadership.

    Our culture code is defined by our values and are made real every day by defining expectations for how we work and how we lead.

    Apply now!

    Dell is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind : 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.

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