Dell International Product Support Sr Principal Engineer - Austin, TX in Austin, Texas

International Product Support Sr Principal Hardware Engineer - Austin, TX

Join Dell and you'll work in a dynamic environment with other motivated, talented individuals who inspire greatness in their teammates. Our unique position as a technology leader ensures that you'll always be challenged in your work and supported in reaching your most ambitious goals.

The primary expectation of each member of Dell PG IPS Engineering is to help the organization help Dell and Product Group (PG) achieve their business and customer satisfaction goals through individual demonstrations of engineering rigor and professionalism in daily execution of business.

IPS Engineering serves as the front door to Product Group engineering expertise. IPS engineers take the lead in the timely analysis of potential product defects -- identified either reactively through formal escalations from regional Technical Support teams or proactively from hands-on experience -and work cross-functionally with other engineering teams and selected technology partners to carry out action plans to close defects and/or information gaps. Engineers infrequently but regularly engage external customers directly during issue analysis or as required, e.g. to present findings at an engineering level of detail. As engineer expertise, experience, and understanding of customer user needs grow, job responsibilities shift increasingly toward proactive efforts to improve both the quality and usability of new products and solutions, as well as organizational capabilities and operational processes.

Essential skills for completing position duties include technical problem diagnosis / problem reproduction in simple to complex customer server and/or storage environments, development / testing of technical solutions for self-found or reported issues, and effective, timely, concise communication of issue status to diverse audiences.

Performance of successful consultants reflects essential engineering competencies customer focus, engineering rigor, engineering discipline, and a drive for results.

Key Responsibilities

  • Represent the Voice of the Customer User (VOC-U) in both reactive and proactive work

  • Communicate effectively with diverse audiences regional Technical Support teams, Engineering teams, technology partners, and/or customers

  • Drive technical issues to resolution per objectives leveraging effective root cause analysis

  • Document resolution strategies and results accurately and with engineering rigor in provided issue tracking tools

  • Demonstrate proficiency for effective and persuasive verbal / written communication to engineering, business, and/or management audiences as required, both informally and formally, through professional presentation skills. Experience in working successfully with others from multiple countries and/or diverse cultures is highly valued and ultimately expected

  • Escalate engineering issues to appropriate development teams and/or technology partners in a timely manner

  • Make high-quality contributions via New Product Introduction (NPI) deliverables as defined by corporate process

  • Contribute to better corporate products and process through formal submission of 'Lessons Learned'

Essential Requirements

  • BSEE

  • 4-6 years of relevant work experience

  • Comprehensive understanding ofPC hardware

  • Experience troubleshooting PC Hardware

  • Engineering-level expertise in at least one appropriate technology area e.g., IT Management and deployment, IT Systems Management tool,WWAN/WLAN Networking, OS Deployment, Hardware and Software Debug

  • 10% travel


We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

If you can take technical support to the next level, this is your opportunity to develop with Dell.

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. Learn more about Diversity and Inclusion at Dell here .