Dell SDS Sustaining Engineering in Hopkinton, Massachusetts
Software Senior Engineer
As part of SDS Sustaining Engineering team has a primary responsibility of providing a focal point into engineering for the corporate support organization. This highly technical support centric team can accept customer escalations from corporate support and in consultation with the development engineering teams will manage and resolve them. With broad systems knowledge, an appreciation of the global support groups and engagement with development and cross functional team, the sustaining engineer team improves product serviceability and quality, and facilitates knowledge sharing.
Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Software Senior Engineer on our sustaining engineering team in Hopkinton, Massachusetts.
The Software Engineering team delivers next-generation software application enhancements and new products for a changing world. Working at the cutting edge, we design and develop software for platforms, peripherals, applications and diagnostics — all with the most advanced technologies, tools, software engineering methodologies and the collaboration of internal and external partners.
Provide engineering level support to the corporate support organization for product in SDS Sustaining Engineering related technical issues that originate from customer installations. Through defined service level arrangements work as a team to ensure 24 * 7 coverage.
Leverage the global development engineering teams to come to root cause in field related escalations and manage communications and feedback to support team members and management. Where necessary, customer and account team conference calls will have to be attended where a sustaining engineer represent SDS Engineering.
Identify code bugs, product related issues or negative trends in field escalations, document in bug tracking systems. Quantify the impact on support and customer of these problems and work directly with SDS sustaining development team in determining severity, priority and targeted code for fix.
Facilitate knowledge transfer from development engineering for existing product components, bug triage and fix methods, and be the technical reviewer of all knowledge centered solutions. Where applicable, sustaining engineer document and present detailed procedures to be used by high level support for ad hoc workarounds.
Engage in Corporate Quality efforts to measure the quality of hotfix & critical code fixes and procedures. Provide root cause analysis of high impact cases and put in place procedural fixes that ensure the problems are avoided in the future.
Identify areas where product serviceability causes inefficiencies and problems for field and remote support staff. Cogitate as a team and advise short term solutions. A
A develop platform level scripts that aid in removing human error, speed up triage or empower support to carry out more complicated investigation and fixes.
Stay current on latest technologies, features, components and fix utilizing lab environments. Setup and maintain local lab environments utilizing these systems during escalation triage.
Deep troubleshooting skills and experience of DELL EMC Atmos product
In-depth UNIX skills including a strong knowledge of Perl, Python and shell scripting.
Experience with virtualization and hypervisor environments, specifically Vmware ESX.
Network administration skills, knowledge of TCP/IP networking, DNS and trace analysis.
Proficient with web services access methods, SOAP and REST, and file access, NFS and CIFS.
Understanding of disk based storage systems and architecture.
Self-starter with strong self-motivation, able to work under remote management with directives limited to general goals.
Strong technical aptitude with analytical approach and tenacious problem solving skills.
Excellent verbal and written communication skills required
Ability to handle multiple competing priorities and work in a dynamic environment is essential
Prior experience of object platform and distributed filesystem
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.
If you’re ready to develop cutting-edge software for a changing world, this is your opportunity to develop with Dell.
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. Learn more about Diversity and Inclusion at Dell here .