Role Overview
The Customer Support Engineer provides technical support for customers using cloud-based applications across enterprise environments, including Dell EMC Isilon/PowerScale, PowerStore, and related NAS platforms. The products integrate deeply with Dell EMC Isilon/PowerScale environments, and this role will support customers running those platforms day-to-day. This role focuses on building strong diagnostic, communication, and documentation skills while adhering to support processes and SLAs.
What You'll Do
- Provide global, customer-facing support for cloud-based software application through tickets and remote troubleshooting sessions.
- Diagnose, document, and resolve software or configuration issues following established procedures.
- Escalate complex issues appropriately while maintaining ownership of customer communication.
- Document solutions and contribute to the internal knowledge base.
Participate in shift rotations and internal team training sessions.
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Required:
- Hands-on experience with Dell EMC Isilon/PowerScale or PowerStore, including administration, configuration, and troubleshooting in production environments.
- Working knowledge of enterprise NAS concepts: SMB/CIFS, NFS, access zones, storage pools, and data protection policies.
- Foundational understanding of Linux, networking, and troubleshooting.
- Familiarity with DNS, Active Directory, NFS, and Windows systems.
Strong written and verbal communication skills and attention to detail.
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Preferred:
- Experience with OneFS architecture or distributed file system concepts.
- Familiarity with additional storage platforms such as Pure Storage, or VAST Knowledge of database querying (SQL/PostgreSQL).
- Experience in a customer-facing technical support or field engineering role.
1 to 2 years of experience with Linux.
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What Success Looks Like
- Deliver timely, professional, and customer-focused support aligned with the support standards and SLAs.
- Build strong troubleshooting capabilities across cloud-based products, Linux environments, networking, and customer infrastructure.
- Consistently maintain clear communication and ownership throughout the customer support experience, even during escalations.
- Collaborate effectively with globally distributed Support and Services teams across Romania, India, and Canada to ensure seamless customer outcomes.
- Demonstrate continuous learning and growth by expanding product knowledge, improving technical depth, and contributing to internal documentation and knowledge sharing.
- Maintain accurate case documentation, troubleshooting notes, and resolution details to improve team efficiency and customer experience.
- Contribute positively to team culture by being dependable, collaborative, and customer-obsessed in day-to-day interactions.
- Support customer success by helping users maximize the value of cloud-based solutions while building trust and long-term relationships.
