Support Engineer

Shanghai, China

Striving for excellence is in our DNA. Since 1993, we have been helping the world’s leading companies imagine, design, engineer, and deliver software and digital experiences that change the world. We are more than just specialists, we are experts.

DESCRIPTION


Currently we are looking for a Support Engineer for our Shanghai office to make the team even stronger.

As part of the ECS L3 Engineering team has a primary responsibility for providing a focal point into engineering for the corporate support organization for ECS. This highly technical support centric team can accept customer escalations from corporate support and in consultation with the larger development engineering teams will manage and resolve them. With broad systems knowledge, an appreciation of the global support groups and engagement with development and Product Management, the L3 team improves product serviceability and quality, and facilitates knowledge sharing.

Responsibilities

  • Provide engineering level support to the corporate support organization for all ECS 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 L3 represent ECS 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 represent the entries in product CCB’s. Assist development and Program Management in determining severity, priority and targeted code for fix;
  • Facilitate knowledge transfer from development engineering for new and existing product components, bug triage and fix methods, and be the technical reviewer of all knowledge-centered solutions. Where applicable, L3 document and present detailed procedures to be used by high level support for ad hoc workarounds;
  • Stay current on latest technologies, features, components and fix utilizing lab environments. Setup and maintain local lab environments utilizing these systems during escalation triage;
  • Engage in Corporate Quality efforts to measure the quality of ECS code and procedures. Provide root cause analysis of high impact cases and put in place code or 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 devise short term solutions while following up with Program Management and development for long term resolution. Leverage L3 strengths to develop platform level scripts that aid in removing human error, speed up triage or empower support to carry out more complicated investigation and fixes;
  • Use systems knowledge to provide support to Program Management for all account team requests for non-supported arrangements. Assess impact of these changes on product stability and support.

Requirements

  • Bachelor’s Degree (Tech) or equivalent work experience;
  • EMC Proven Professional Certification;
  • In-depth Linux skills including a strong knowledge of Perl, Python and shell scripting;
  • Good Java programming skills;
  • 3-5 years’ related working experience;
  • 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;
  • Organizational skills;
  • Ability to handle multiple competing priorities and work in a dynamic environment is essential;
  • Prior experience in field support in a comparable IT environment.

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