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Dell Software Group empowers companies of all sizes to experience Dell’s “Power to Do More” by delivering scalable yet simple-to-use solutions to drive value and accelerate results. We are uniquely positioned to address today’s most pressing business and IT challenges with holistic, connected software offerings.
Dell Software Group’s portfolio now includes the products and technologies of Quest Software, AppAssure, Enstratius, Boomi, KACE and SonicWALL.
We are looking for someone to join our dynamic growing office in San Jose, CA. This associate will have the ability to anticipate potential issues and must possess strong trouble shooting and diagnostic skills applicable to Enterprise Networks. They will contribute by recommending and implementing solutions to ensure that overall operations run smoothly to achieve/exceed the total company commitment to customer satisfaction goals. This person must have a “can-do” attitude and should be able to work independently and also in a highly collaborative team
140000JG (IF) – UTM(Unified Threat Management安全网关)Escalation Engineer-Master fresh-1
Req# 140000SH(duplicate)
Responsibilities:
Receive escalated and technically complex customer reported issues on the NGFW products. Take the ownership and drive these issues until they are completely resolved and the customers are satisfied with the resolution.
Work closely with the Engineering, SE and other cross functional teams in resolving Customer Escalations and provide feedback to the Engineering for improving the product quality and reliability.
Setup the test environments as necessary for replication of the customer reported issues and validate the bug fixes before providing the builds to the customers/partners.
Participate in the support and cross functional team meetings to provide trends on the customer escalations/issues and come up with solutions to deflect the customer cases.
Work closely with the Technical Support team members and management, Engineering and other cross functional teams to ensure that the work performed meets the Quality within the accepted SLAs and also meet the customer commitments.
Work closely with the Engineering and the Product Marketing teams on the new technology introductions and remain technically competent with all the Dell SonicWALL NGFW products and functionality.
Requirements :
4+ years of experience in supporting products related to Network Security in large enterprise IP networks/Data Centers including:
1+ years of Enterprise Technical Support experience in Internet security products preferably Stateful/Application firewalls and any of the technologies like IPSec VPN, Anti-Virus, IPS, SSL or other network security products
1+ years of experience in design, deployment, handling of standard security practices with extensive knowledge in the following: LAN/WAN technologies, TCP/IP Protocols, IP Routing, OSPF/BGP routing protocols
Experience in analyzing customer reported issues and looking for trends of issues that are generating high number of support cases and coming up with an action plan to resolve these issues
Ability to mentor other support engineers and provide training on the various product related items and also trouble shooting aspects.
Excellent communications skills, strong customer orientation, good organizational skills, self driven with ability to multi-task on various projects and aptitude to learn new technologies.
Preferred:
BSCS/EE or equivalent work experience, MS Degree preferred.
Preference will be given to candidates with professional certifications from Dell SonicWALL, ICS2, Cisco, Microsoft etc.,
13001B6F (IG) – Technical Escalation Engineer-1
Req# 140000SG(duplicate)
Requirements:
8+ years of experience in supporting products related to Network Security in large enterprise IP networks/Data Centers including:
3+ years of Enterprise Technical Support experience in Internet security products preferably Stateful/Application firewalls and any of the technologies like IPSec VPN, Anti-Virus, IPS, SSL or other network security products
2+ years of experience in design, deployment, handling of standard security practices with extensive knowledge in the following: LAN/WAN technologies, TCP/IP Protocols, IP Routing, OSPF/BGP routing protocols
Experience in analyzing customer reported issues and looking for trends of issues that are generating high number of support cases and coming up with an action plan to resolve these issues
Ability to mentor other support engineers and provide training on the various product related items and also trouble shooting aspects.
Excellent communications skills, strong customer orientation, good organizational skills, self driven with ability to multi-task on various projects and aptitude to learn new technologies.
Preferred:
BSCS/EE or equivalent work experience, MS Degree preferred.
Preference will be given to candidates with professional certifications from Dell SonicWALL, ICS2, Cisco, Microsoft etc.,
140000JU (IH) – Sr. Technical SME Escalation Engineer-1
Req# 140000SF(duplicate)
Requirements:
10+ years of experience in supporting products related to Network Security in large enterprise IP networks/Data Centers including:
6+ years of Enterprise Technical Support experience in Internet security products preferably Stateful/Application firewalls and any of the technologies like IPSec VPN, Anti-Virus, IPS, SSL or other network security products
4+ years of experience in design, deployment, handling of standard security practices with extensive knowledge in the following: LAN/WAN technologies, TCP/IP Protocols, IP Routing, OSPF/BGP routing protocols
Experience in analyzing customer reported issues and looking for trends of issues that are generating high number of support cases and coming up with an action plan to resolve these issues
Ability to mentor other support engineers and provide training on the various product related items and also trouble shooting aspects.
Excellent communications skills, strong customer orientation, good organizational skills, self driven with ability to multi-task on various projects and aptitude to learn new technologies.
Preferred:
BSCS/EE or equivalent work experience, MS Degree preferred.
Preference will be given to candidates with professional certifications from Dell SonicWALL, ICS2, Cisco, Microsoft etc
13001EVW (MC) – Security Engineering Escalation Manager-1
Req# 140000SC (duplicate)
Requirements:
10+ years of experience in supporting products related to Network Security in large enterprise IP networks/Data Centers including:
6+ years of Enterprise Technical Support experience in Internet security products preferably Stateful/Application firewalls and any of the technologies like IPSec VPN, Anti-Virus, IPS, SSL or other network security products
4+ years of experience in design, deployment, handling of standard security practices with extensive knowledge in the following: LAN/WAN technologies, TCP/IP Protocols, IP Routing, OSPF/BGP routing protocols
Experience in analyzing customer reported issues and looking for trends of issues that are generating high number of support cases and coming up with an action plan to resolve these issues
Ability to mentor other support engineers and provide training on the various product related items and also trouble shooting aspects.
Excellent communications skills, strong customer orientation, good organizational skills, self driven with ability to multi-task on various projects and aptitude to learn new technologies.
Preferred:
BSCS/EE or equivalent work experience, MS Degree preferred.
Preference will be given to candidates with professional certifications from Dell SonicWALL, ICS2, Cisco, Microsoft etc |
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