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Senior Engineer, Technical Support(Ent Tech Lead)

Xiamen, China

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Job ID R35627 Date posted Mar. 18, 2019

1. Escalations lead for complex issues & takes ownership of complex issues based on key triggers.  
2. Acts as customer and vendor interface, escalation point to IPS / PG / Vendors on product quality issues.
3. Works collaboratively with functional teams, account teams, alliance partners to support Dell customer issues.
4. Leads overall technical implementation for large and complex customer break/fix issues.
5. Provide containment plan for new arising field issue and close loop back to QA/SPQ for long term prevention.
6. Analyze daily data to identify emerging support, product, or compatibility problems and close loop to the respective functional areas.
7. Remain knowledgeable of Dell's Storage product line, current industry products and technologies.
8. Provide assistance to peers and management in daily task and special project by attending Regional & Global conference calls whenever is needed.
9. Drive on dispatch improvement with BPI methodology.
10. Travels to customer sites as required for high visibility break fix issues. 
11. Authors knowledgebase articles.

1. Bachelor degree in computer science, electronic, information and so on related technical field.
2. 5+ years’ experience in IT technical field. The related working experience on technical support is preferable.
3. With master technical background on the end to end x86 server products and technologies.
4. MCITP/VCP/CCNP is required. RHCE certification is preferable.
5. Strong responsibility and accountability are required.
6. Fluent English skill in writing and speaking.
7. Good customer communication skill and customer sense are preferred.

1. Bachelor degree in computer science, electronic, information and so on related technical field.
2. 5+ years’ experience in IT technical field. The related working experience on technical support is preferable.
3. With master technical background on the end to end x86 server products and technologies.
4. MCITP/VCP/CCNP is required. RHCE certification is preferable.
5. Strong responsibility and accountability are required.
6. Fluent English skill in writing and speaking.
7. Good customer communication skill and customer sense are preferred.

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