Dell Consultant, Ent Tech Services in North Ryde, Australia

Complex Recovery Engineer/ Escalation Engineer

Sydney - North Ryde

The Complex Recovery Engineer (CRE), aka Escalation Engineer will provide expert product technical leadership to field organizations & engineering, in support of the worldwide sales and customer satisfaction efforts.

The CRE applies escalation expertise in order to resolve complex customer issues in coordinating the technical support teams. Interfaces with Senior Management, Technical Support, Sales, Marketing, Customer Service and external customers to resolve business, and technical issues, both proactively and reactively, on all products and services.

Working to pre-defined targets the successful candidate will:

Lead technical escalations and interact with technical support teams and platform-engineering resources to ensure post sales customer escalations are prioritized and managed within the customer support framework.

  • Integrate customer and Dell EMC CS CPSD business requirements with technical requirements to determine best course of action when resolving customer issues.

  • Provide technical updates, documentation, white papers, presentations, demonstrations, field consulting, customer briefing and executive presentations.

  • Interfaces with customer on behalf of senior management via customer meetings and written communication.

  • Provide technical consulting and installation advice in support of product rollouts ensuring product specifications are met.

  • Ability to conduct customer requested functional/performance testing.

  • Provide technical expertise for products to influence development efforts with documentation and training materials.

  • Consulting with customers and investor company personnel on technical analysis and feedback of perceived products strengths and weaknesses.

  • Works on unusually complex problems and provides solutions which are highly innovative

  • Develop and implement feedback mechanisms for use in preventing future support process breaks down.

  • Develop and share Knowledge to address serviceability and supportability issues identified.

  • Take the lead in development and presentation of post event Root Cause Analysis Reports as required.

  • Participate in on site customer meetings during or post escalation if required.

  • As a 24X7X365 organization, shift work, holidays and on-call responsibilities may be required as well as occasional travel to customer sites.


  • Understanding of Dell EMC Converged & Hyper Converged systems

  • Cross-product training on Dell EMC systems is highly desirable.

  • IP networking knowledge and troubleshooting experience

  • Experience using or supporting VMware software products

  • Adaptable (ability to quickly learn new technologies as required)

  • Customer facing experience.

  • Ability to work in a high-pressure environment.

  • Problem solving – Ability to be resourceful and “figure things out”.

  • Self-confidence – Ability to express opinions and influence effectively.

  • Professional demeanor – punctuality, professional attire.

  • Technical Skills: Expert skill set in one or more Dell EMC technologies and broad system application and IT knowledge required.

  • Education Required: Bachelors (Tech) or equivalent

  • Experience Required: 8-10 Years

  • Physical Requirements: No

  • Limited Travel Required: Yes

If you think you have what it takes to continue the remarkable growth and success of Dell EMC , we invite you to explore a career with a recognized industry leader. We will give you the chance to learn more and accomplish more, faster than you ever thought possible. The Cloud is waiting. What are you waiting for?

At Dell EMC we recognize the importance of reflecting the world's diversity within our workforce and we are committed to supporting equal employment opportunity. Make no mistake; diversity is a way of life at Dell EMC .