About The Role

PowerEdge XE: Designated Support Engineer (DSE); Principal Engineer

At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help – by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization, and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution, and document the problem.

Join us to do the best work of your career and make a profound social impact as a Technical Support Principal Engineer (DSE) on our DSE Product Services Team in Round Rock, Texas, Oklahoma City, Oklahoma or Draper, Utah.

What you’ll achieve

As a Designated Support Engineer (DSE); Principal Engineer for PowerEdge XE , you will be driving resolution for the customer’s technology sets. Customers benefit from personalized support, coordinated service events, and streamlined problem resolution. You will resolve complex technical issues in a fast-paced, customer critical environment, working on improving processes, standards, and strategies to perfect our Support Services.

You will

Be responsible for facilitating problem recreation and failure analysis of customer systems issues and recommending and utilizing a wide variety of test equipment, diagnostic tools and techniques used in problem resolution.
Work with Field Technical Specialists, Account Managers, Sales, and other Dell Technology Technical support co-workers to address multiple high visibility customer issues and escalations involving communication with customers, engineering, and management.
Act as single point of contact for customer escalations with ability to have proactive system health checks, best practice/capacity recommendations and technical knowledge transfer
Host regular customer meetings to review service request and ongoing activities.
Maintain a “closed loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role

Essential Requirements

8 to 12 years of related experience in a professional role
Dedication to quality customer service and active listening skills
Refined communication skills, especially when translating highly complex technical issues to a non-technical audience
Outstanding analytical skills to resolve customer issues efficiently in a timely manner
Strong knowledge of PowerEdge hardware
Strong knowledge of PowerEdge XE servers

Desirable Requirements

Bachelor’s degree or higher
Dell Technology Proven Professional Certification

Compensation

Dell is committed to fair and equitable compensation practices. The salary range for this position is $95,200 - $145,200.

Who we are

We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you.

Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.

Dell Technologies 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. Read the full Equal Employment Opportunity Policy here .