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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.

Technical Competency:

  • Linux/Unix Systems Administration is critical

  • Linux/Unix Internals is a plus

  • Core analysis kernel/application

  • C-programming

  • Knowledge of storage subsystem arrays

  • Ability to collect and analyze core file dumps.

Skills Required:

  • 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

Experience Required

5+ years Technical Support experience (Backup, Storage environment preferred)