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Tokyo, Japan

APEX Support Engineer 【XaaS】

Remote - Japan (All Other)


as rated by current and former employees

APEX is our strategy for delivering a radically simplified as-a-Service and cloud experience to our customers and partners. This spans PCs and IT infrastructure and it’s all from one trusted partner—unmatched in the industry.

As an APEX Data Storage Services Support Engineer (SE), you will be responsible for supporting storage, compute, networking & virtualization products in customer’s on-premise or co-location datacenter managed through our new “as a Service” offering. Ideal candidates will have multidisciplinary technical skills & qualifications and ideally have experience supporting multiple products in the Dell ISG portfolio, as well as third party software vendors such as VMware, Microsoft & Red Hat. SEs will be responsible for break/fix activities, as well as systems maintenance, operating environment upgrades & monitoring functions in conjunction with Site Reliability Engineering.

We’re on a mission to reinvent our support experience around a new customer service life cycle and need highly technical engineers to not only support our customers, but help us define the systems, tools & processes that will carry us into the future in support of APEX.

Principal Responsibilities:

  • Act as a remote customer advocate to champion specific customer needs for code currency, reporting and product knowledge in collaboration with field teams. 

  • Understands and leverages technical communication structure; may be asked to participate in virtual team training and product knowledge sharing meetings.

  • Applies advanced technical expertise using standard operating and diagnostic procedures to resolve standard to complex level issues; identifies documents and escalates customer issues to senior resources. 

  • Recommends and utilizes standard internal and external diagnostic test equipment and product trace and logging procedures; provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other Dell Technology Technical Support co-workers as appropriate.

  • As a 24x7x365 organization, shift work, holidays and on-call responsibilities; may be required as well as occasional travel to customer sites. 

  • Identifies and interprets interoperability and support matrixes; identifies reviews, creates and delivers timely and highly focused training programs and/or serviceability enhancements within the Field and Remote technical support departments. 

  • Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment through a variety of mediums.

  • Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases. 

  • 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 resolutions; leads efforts in facilitating problem re-creation and failure analysis systems level issues.

  • Contributes to centralized problem identification and resolution databases; may have senior level tasks similar to Engineering for assigned product and skills.

  • Will participate in the creation and maintenance of eService applications such as:  Chat, Knowledge-base content, Support Forums, etc.  Regularly submits content to the knowledge database. 

  • Validates technical information and issues early warnings and disseminates information as needed.

  • Dell Technology Proven Professional Certification desired.

  • Scope may include multiple products and solution support engagement in Escalations/Data Unavailable/Data Loss level issues assisting I5/I6 engineers on complex cases and elevated engagements

  • Onsite diagnosis as needed

Required Skills:

  • Business level communication skill in Japanese (Reading/Writing/Speaking)

  • Ability to work in a team environment

  • Analytical ability

  • Detail oriented

  • Knowledge of job associated programming languages

  • Vendor management skills

Desired Experience:

  • Relevant experience or equivalent combination of education and work experience

  • Relevant experience integrating and troubleshooting a broad range of technologies including Servers, Storage and Networking in a datacenter environment

  • Proven Mastery Installing, Configuring and Troubleshooting:

    • Server Hardware and Operating Systems

    • Systems Management technology

    • Virtualization technology

    • Network Attached Storage/Direct Attached Storage Hardware

    • IP and Fibre Networking

  • Expert Knowledge in Two and Competent Knowledge across Three or more of the following technologies:

    • Microsoft Applications (Exchange, Skype for Business, SharePoint, and Active Directory)

    • Linux OS

    • Database (Oracle/SQL)

    • Enterprise Wireless Networking

    • Enterprise Virtualization

    • SAN Hardware and Software

    • Network Attached Storage Software

    • Backup/Archiving/Deduplication

  • Strong interpersonal and communication skills with the ability to make technical decisions with little or no management intervention

  • Proven track record of multi-tasking keeping deliverables on target  

  • Understanding of ITIL – certification a plus!

  • Experience with DevOps, scripting, coding & Site Reliability Engineering is a huge plus!

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

Application closing date: 31 August 2022

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here.

Job ID: R184705

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