The Designated Support Engineer (DSE) provides technical support for Documentum customers as a dedicated support resource. The DSE is the primary contact for Documentum support customers and must have very strong technical and analytical skills along with a deep knowledge of Documentum products and surrounding technology. This is a customer facing role.
Working closely with the customer’s IT staff for any issues on the prescribed product line(s) that require troubleshooting or problem isolation / resolution.
Directly accessing other senior technical resources at EMC’s support facilities for assistance with problem management.
Conducting regular conference calls (or other regular communications mutually agreed to) to lead, discuss, and review open issues or other activities related to support for the specified product line.
Conducting DSE Support business reviews at agreed upon intervals (monthly, quarterly, etc.) to discuss upcoming product release, review support activity and tools, and other matters related to support for the specified product line(s).
Participating in Quarterly Business Reviews (QBRs) as requested.
Troubleshoot complex customer issues involving multiple layers of technology.
Recommend and implement multiple layers of tracing (Documentum, application server, database, network, etc.) to isolate issues.
Install VMware images of Documentum solutions that resemble customer deployments to aid in issue replication and resolution.
Collect and analyze heap dumps to troubleshoot memory and heap related issues.
Collect and analyze thread dumps to troubleshoot slow and hanging application server issues.
Prepare regular status reports for EMC and customer management.
Conduct customer site visits.
Work directly with EMC engineering and product management to report product defects and assist with highly escalated customer issues.
Maintain Documentum and related skills through regular training.
Deep understanding of the Documentum product stack, particularly with regards to administration and troubleshooting.However, other Documentum project lifecycle skills such as architecture and development are also highly desirable.
Experience with all Documentum products is a plus, particularly newer products such as D2, xCP, xPlore, and Webtop.However, a deep knowledge of core Documentum technology (Content Server, DFC) is essential.
Very strong analytical and problem solving skills.
Solid understanding of OS System Administration (Windows, Linux, Solaris, etc.)
Experience with database administration and performance tuning (SQL Server, Oracle, etc.)
Working knowledge of J2EE technologies.This includes an understanding of web application servers (Tomcat, JBoss, Websphere, etc.), Web services frameworks, and Java programming.
Good communication and documentation skills.
Ability to work in a high-pressure environment.
Ability to understand and use various programming languages and technologies is a plus (Java, C, SOAP, REST, JSON, etc.).
Ability to work independently and be the primary EMC technical representative for the customer.
10 – 15 % Travel Required