Senior Technical Support Engineer

to help the world's leading organizations succeed by solving their most complex and sensitive security challenges. SUMMARY: Provide advanced technical support to customers’ technical staff, answer questions on function and usage of product, gather relevant information and determine troubleshooting steps to diagnose & solve customer reported technical problems of varied complexity in professional and timely manner, over the life of the case. Should understand customer systems, environment, configuration, and be able to duplicate reported problems if necessary or possible, analyze problems, identify user/configuration errors, or identify defects in the product and recommend workarounds and solutions. Position requires working closely with customers, other support engineers, development engineers, Professional services engineers, product management, and others as needed to gain product knowledge and provide resolution to the assigned customer cases. Set customer expectations appropriately and accurately. Qualifications: Good understanding of Java or C++ programming concepts Advanced knowledge of SQL and web based applications and technologies. Experience with deployed environments Java/J2EE/.Net, Oracle/Various SQL database systems running on Windows, UNIX, and LINUX platforms UNIX/LINUX administration experience preferred.  Administration experience with multi-tiers architecture including at least two or more of: Apache, Tomcat, IIS, Websphere, BEA Weblogic, Oracle, and MS SQL server. Able to read and understand Java or C++, JavaScript, TCL/TK, HTML, JSP, XML, SQL, and Shell Script code in support of Java and SOAP transaction APIs. Experience troubleshooting technologically challenging customer issues. Able to use advanced debugging techniques including analysis of dump files, tracing, and performance tuning and monitoring. Demonstrated ability to take initiative in identifying and resolving technical problems at customer sites via telephone and email. Highly analytical with extreme attention to details and the ability to derive facts quickly, methodically, and accurately. A quick learner capable of working independently on complex networking and application problems requiring individualized analyses of situations, data and an in-depth evaluation of various factors. Ability to effectively present information and respond to questions from groups of managers, clients, and customers. Strong customer orientation and dedication. Excellent time management and organizational skills. Strong written and verbal communication skills, both technical and non-technical. Experience with RSA applications such as SecureID, Key Management and/or FIM NICE TO HAVE.  Experience and Education:  5+ years of combined experience in one or more of the following functional areas: technical support for enterprise software systems, software development, professional services for enterprise software systems, quality and assurance for enterprise software. Education BS/MS in Computer Science or equivalent experience EMC is an Equal Employment Opportunity employer that values the strength diversity brings to the workplace.  EMC does not accept unsolicited Agency Resumes. EMC will not pay fees to any third party agency or firm that does not have a signed "EMC Agency Fee Agreement".dice EMC is an Equal Employment Opportunity employer that values the strength diversity brings to the workplace. Title: Senior Technical Support Engineer Company: EMC Corporation Location: Bedford, MA 01730 Status: Full Time Job Category: IT/Software Development