Dell Senior Software Quality Engineer in Seattle, Washington
Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities.
Isilon Systems, a division of Dell EMC, is the leader in scale-out storage systems and is transforming the way data is stored. At the forefront of the Big Data movement, our highly parallelized, distributed architecture has completely redefined the storage model. Isilon’s OneFS clustered storage and data management solutions enables enterprises and research organizations world-wide to manage massive and rapidly growing amounts of file/block based data in a highly-scalable, easy-to-manage, and cost effective way.The Sustaining team takes escalations from support to identify product defects, find workarounds, document defects in the form of bugzilla bugs, help identify test coverage issues and get the fix into the hands of the customers as soon as possible.
The ideal candidates for this position are able to:
Quickly learn new technologies
Take a problem that can sometimes be difficult to clearly define, work with people to pull together a better understanding of the issue so a problem can clearly be defined.
A strong customer focus, understanding that customers are impacted and we have to do what we can to get them back online and provide them confidence in the product
Work with people with different levels of technical knowledge from support, customers, executives in the organization and developers and articulate the issue to those levels appropriately
Mentor support and more junior engineers to bring them up to speed on Isilon technology
Work to provide reproduction of customer issues
Provide frequent, detailed status on assigned escalations until resolution
Create product defects that define the issue discovered in the field to provide tracking of issues, and clarity for developers
Participate in on-call rotation for non-business hours support coverage.
When required, interface directly with customer contacts, including end-users, technical professionals, IT system administrators, and management to resolve high-visibility technical problems on mission critical systems.
Validate support bug reports through debugging core files (gdb), reviewing packet captures, and direct code inspection. Provide guidance to development engineering on resolution of validated product bugs, provide education to support engineering on invalid bug reports.
Create training materials and provide training classes to internal team members from support and engineering
Help influence other parts of the organization (test, validation, dev etc.) to help improve processes and the product
3-6 years’ experience in enterprise systems development or sustaining engineering
This position requires analysis of both defect reports and reading/modifying underlying source code. Real-world C knowledge and computer science fundamentals are required.
Ability to effectively explain and communicate architecture and root-cause analysis to Global Support, and occasionally customers
Strong English communication skills, both spoken and written, are required for interaction with team members, senior members of the staff and other organizations
Experience implementing, designing and deep troubleshooting one or more of the following is highly desirable: Systems Administration of Unix systems (BSD is a big plus), Storage protocols (NFS, HDFS, SMB etc.), Filesystems, Networking technologies and concepts.
Ability to manage multiple projects and see them through to completion
Ability to quickly learn new technology and new products
Strong interpersonal, communication and documentation skills
Storage industry experience considered a plus
Platform Systems experience troubleshooting issues related to hardware, firmware, components, and drives.
Experience with Java, C, C++ and Python strongly desired
Bachelor’s Degree in Computer Science of related field is required, Master’s Degree preferred
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.