Dell Senior Engineer, Technical Support (Data Domain) in Cairo, Egypt
Primary Responsibilities include:
Assist customers with standard backup software integration with Data Domain Products.
Obtain data from customers to get a thorough understanding of customer requirements and problems.
Interface with customers via e-mail, phone and/or WebEx.
Analyze logs and core files as needed to work towards resolution of customer issues.
Work with 3rd party service providers in the process of analyzing and resolving customer issues.
Generate problem reports in Bugzilla to coordinate with engineering to obtain quick resolutions for customer related issues.
Answer live incoming phone calls and respond to e-mails to troubleshoot, manage, collaborate and resolve customer problems related to the Data Domain product family.
Create content for the knowledge base through accurate case documentation.
Linux/Unix Systems Administration is critical
Linux/Unix Internals is a plus
Core analysis kernel/application
Knowledge of storage subsystem arrays
Ability to collect and analyze core file dumps.
Excellent oral and written communication.
Strong interpersonal and problem-solving skills.
Ability to create clearly documented bug reports as needed.
Ability to read and understand technical bug reports.
Self-starter with ability to learn quickly and operate in a fast paced environment.
Ability to identify root cause of an issue (isolate in source code) and write or assist in writing of RCA documents
5+ years Technical Support experience (Backup, Storage environment preferred)