* Big Data Support Engineer Job Listing at EMC in Draper, UT
Computer Hardware, Computer Software
Title * Big Data Support Engineer
Location(s) US - Utah - Draper
Functional Area(s) Customer Service & Support
Requisition ID 100735BR
Job Description PRODUCT SUMMARY
The EMC® Greenplum® Data Computing Appliance (DCA) offers the power of a massively parallel processing (MPP) architecture, while delivering the fastest data-loading rate and the best price/performance ratio in the industry—without the complexity and constraints of proprietary hardware. It is a unified Big Data analytics appliance—a modular solution for structured data, unstructured data, and Greenplum partner applications such as business intelligence (BI), and extract, transform and load (ETL). Enterprises can grow their DCAs as their demand for processing capacity grows or as their analytics requirement evolves. It is easy to start with a single, primary rack, which includes a Greenplum Database Module (Standard or High-Capacity), and expand the appliance in quarter-rack increments using Greenplum Database Standard Module, Greenplum Database High Capacity Module, Greenplum HD (Hadoop) Module, or Greenplum Data Integration Accelerator Module in any order and amount, up to 12 racks total. All modules are linked via a high-speed, high-performance, low-latency interconnect.
The Green Plum Support Engineer applies advanced systems level technical expertise to resolve highly complex systems level customer issues. Customer issues may be received by Support Centers through automated dial-homes, voice initiated technical calls from EMC Customers, Customer Engineers, or remote maintenance calls and Web Support Calls. Uses independent judgment to accomplish objectives. Accepts escalations from other technical team members as a subject matter expert, shaping group operations with depth of knowledge. Works closely with Engineering and other technical business units to increase knowledge and resolve customer issues. Identifies and provides resolutions to a diverse range of complex technical problems. Mentors others in providing validated technical information, support process instructions and special support requirements.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues. Identifies, documents and escalates customer issues to senior resources.
Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution. . Contributes to centralized problem identification and resolution database may provide senior or expert level tasks similar to Engineering for assigned products or skills.
Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions. Identifies, documents and reports design, reliability and maintenance issues. Gains support and commitment from others and mobilizes people to take action. Understands and leverages EMC''s technical communication structure. Sphere of influence extends well outside of the department.
Leads efforts in facilitating problem recreation and failure analysis of systems level issues. Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution. May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other EMC Technical Support co-workers as appropriate.
Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.
Validates technical information and issues early warnings and disseminates information as needed. As a 24X7X365 organization shift work, holidays and on-call responsibilities may be required.
Makes a recommendation to higher level technical support engineers or management for improving processes, standards and strategies. Regularly submits content to the knowledge database.
SKILLS AND EXPERIENCE DESIRED
· Fluent in Brazilian Portuguese
· Strong Linux & Solaris skills/ experience
· Network experience
· Support Experience
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