Dell SecureWorks is a market leader in information security services with more than 4,000 clients worldwide spanning North America, Latin America, Europe, the Middle East and the Pacific Rim. Organizations of all sizes, across all industries rely on Dell SecureWorks to protect their assets, improve compliance and reduce costs. The combination of strong client service, award-winning security technology and experienced security professionals makes Dell SecureWorks the premier provider of information security services for any organization. Positioned as a leader of the MSSP industry by several global industry analyst firms, Dell SecureWorks also has received SC Magazine’s “Best Managed Security Service” award and Frost and Sullivan’s North America Security Incident Mitigation and Response Client Value Leadership Award, among others.
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The Application Support Engineer role is founded in systems administration and application engineering, and is responsible for day-to-day care and feeding, plus thought leadership and participation in large-scale infrastructure projects and initiatives. This position supports multiple proprietary and third party applications that comprise a platform which delivers managed security services to clients. Support is provided via typical systems administration processes and procedures, including monitoring, troubleshooting complex technical problems, and resolving data/configuration issues. The Application Support Engineer also serves as an escalation point of contact for advanced application support issues, and is required to be able to handle many challenging issues related to supporting a large number of widely differing infrastructure systems and large data sets as well as unique networking configurations. Participation in an active on-call rotation is vital to maintaining acceptable levels of service delivery for clients. Being able to work well with minimal managerial oversight and within various cross-functional teams will be essential while working through service requirements, enhancements, etc. ensuring that high levels of client satisfaction are achieved.
-Responsible for responding to application support escalations which involve troubleshooting moderate technical issues and resolving data/configuration issues
-Collaborate with multiple internal teams across disparate groups to resolve client support escalations
-Support internal customers in any day-to-day activities
-Collaborate with Product Management and Engineering to review software enhancements and provide design feedback
-Monitor and manage a large number of critical service delivery systems
-Collaborate with peers on complex projects as required (e.g. data center modifications, build-out for DR sites, etc.)
-Proactively look for ways to create efficiencies within Operations as it pertains to the tools and technology used by Dell SecureWorks to support their client base
-Participate in, or directly work on any additional projects, assignments, or initiatives assigned by management
-Train and mentor Dell SecureWorks engineering/SOC personnel on Dell SecureWorks technologies as it pertains to supporting managed security services
-Create/Maintain documentation for operational procedures as required
-Provide after-hours and on-call support for client service delivery
As a managed security provider, Dell SecureWorks expects its employees to understand and apply commonly known security practices and possess a working knowledge of applicable industry controls such as NIST 800-53. Employees will be expected to acknowledge their security responsibilities in writing prior to gaining access to company systems. Employees will be required to maintain a working knowledge of local security policies and execute general controls as assigned.
-Intrinsically motivated to solve problems and enable the success of others. Exudes constructive, productive attitude under adverse conditions. Able to thrive in a dynamic environment with shifting priorities
-Strong experience with Linux/Unix in a functional capacity
-Proven experience in diagnosing and troubleshooting technical issues
-Solid internal/external client service skills including the ability to take ownership of escalated issues, provide clear and consistent updates, and work with various internal teams until issues are fully resolved
-Basic understanding of networking, routing, and security strategies
-4+ years hands on systems administration or application support experience
-Experience using and/or supporting one or more of the following technologies:
MySQL or Oracle
– Bachelor’s Degree or Master’s Degree program in a technical field such as Computer Science, Information Technology Engineering, or equivalent work experience
-Strong scripting skills in order to automate tasks and create monitoring checks are a plus
-Familiarity with ITIL Foundations preferred, particularly Service Operations processes such as Incident Mgmt., Problem Mgmt. and Change Mgmt
-Well-spoken and articulate, containing attention to detail with excellent writing abilities
-Able to communicate technical details in a clear and concise manner
With more than 100,000 team members globally, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Dell’s team members are committed to serving our communities, regularly volunteering for over 1,500 non-profit organizations. The company has also received many accolades from employer of choice to energy conservation. Our team members follow an open approach to technology innovation and believe that technology is essential for human success.
Why work with us?
-Life at Dell means collaborating with dedicated professionals with a passion for technology.
-When we see something that could be improved, we get to work inventing the solution.
-Our people demonstrate our winning culture through positive and meaningful relationships.
-We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
-Our team members’ health and wellness is our priority as well as rewarding them for their hard work.
Dell is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: 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.