Dell Principal Engineer, Technical Support in Austin, Texas
Principal Engineer, Technical Support
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 Principal Engineer on our team in Oklahoma City, Austin or US remote..
In this role the individual will apply advanced level technical support expertise to resolve highly complex customer issues. Requests may be received by Support Centers through automated dial-homes, voice initiated technical calls from Customers, Partners, Dell EMC employees, remote maintenance calls, Chat and Web Support Calls. Accept escalated requests from other technical team members as the subject matter expert.
Apply advanced platform & technical expertise using standard operating and diagnostic procedures to resolve standard level issues.
Effectively communicate procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
May be asked to participate in virtual team training and product knowledge sharing meetings. Will participate in the creation and maintenance of eService applications such as Chat, Knowledgebase content, Support forums, etc.
Validate technical information and issues early warnings and disseminates information as needed.
As a 24X7X365 organization, shift work, holidays and on-call responsibilities may be required as well as occasional travel to customer sites.
Understanding of Dell EMC and Converged Infrastructure solutions.
Vblock/VxBlock product and/or Dell EMC cross-product training is highly desirable.
Adaptable (ability to quickly learn new technologies as required)
Customer facing experience.
Ability to work in a high-pressure environment.
Technical Skills Fluency:
Cisco Nexus switches CCNP certified or relevant work experience required (OR)
Cisco UCS blade servers CCNP certified or relevant work experience required (OR)
VMWare vSphere VCP certified or relevant work experience required
7+ years of technical support experience
Must be a US citizen
Dell Technologies is a unique family of businesses that helps organizations and individuals build their digital future and transform how they work, live and play—providing customers with the industry’s broadest and most innovative technology and services portfolio. We value our customers, winning together, innovation, results and integrity. Grow your career with a highly competitive salary, bonus programs, world-class benefits and unparalleled learning and development opportunities— all at a company that is proud to be diverse and inclusive. Learn more on how we are closing the diversity gap here. at https://jobs.dell.com/diversity-and-inclusion
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. Read the full Employment Opportunity Policy here at https://jobs.dell.com/equal-employment-opportunity-policy-statement .