Dell Principal Engineer International Product Support in Bengaluru, India
Job Title: Principal Engineer International Product Support Engineering
Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Principal Engineer in our International Product Support team in Bangalore.
Perfection is the Dell standard, but occasionally our products don’t work as they should. International Product Support is the team that steps in to put things right. We undertake the timely analysis of potential product defects coming from Technical Support teams or from hands-on experience. We pride ourselves on providing the highest level of technical support for Dell products and work closely with Engineering teams to resolve those problems that are possible product defects. We then communicate directly with external customers to present our findings.
To provide engineering level technical analysis in resolving post-Sale, post-Release product engineering escalations on Dell Managed software and HCI ( Hyper converged Infrastructure) solutions comprising Enterprise Servers, Storage, Network and Software products etc. This is primarily a Lab based role tasked with utilizing in-depth technical analysis methodologies and tools.
To drive product reliability and serviceability by providing customer and/or field focused information into the ISG Product Release Process (OLP).
To provide on-site representation for Infrastructure Solutions Group (ISG) in the technical resolution of critical customer incidents/situations. This Engineer will engage as necessary in conducting offsite or onsite analysis, utilizing advanced debugging techniques and/or coordinating information between the customer location and Dell.
To provide highest escalation level of technical support for Dell's products to Regional tech support organizations.
To improve the technical incident resolution process for Dell ISG Products.
This engineer must be intimately knowledgeable about the processes and tools utilized by Regional Technical Support (Worldwide) and drives improvements in all areas of the resolution process by improving/reviewing/sustaining Trouble Shooting Trees, Assessing/Improving Training content, Analyzing call drivers/trends, and improving process flow.
In-depth knowledge on Dell Managed Software, various OS Architectures (MS, LINUX, UNIX, Vmware, etc.), various cloud stacks (Azure Stack, Open Stack etc.) , networking, and industry protocols (SNMP, WSMAN, IPMI, Redfish, SCSI etc.).
Experience in providing high-level technical support on enterprise products:
System Management Software (Insight Manager, Open View, Open Manage)
Scripting capabilities (PowerShell, Bash, Python etc.)
Ability to drive problem-solving strategies for complex problems that involve cross-functional disciplines by way of in-depth problem solving and analytical skills. He should also be able to identify potential product weaknesses and drive product enhancement by providing design guidance and recommendations for subsequent redesigns.
Negotiation and persuasion skills; Proficient in reading and understanding technical data sheets; Understanding of machine characteristics that affect software systems.
Familiarity with Failure Analysis tools and techniques is an added advantage.
Strong leadership and communication skills. Speaks fluent English.
Must be Technical Graduate or Post Graduate Degree or other advanced degree preferred.
Total 10+ Years’ Experience of supporting Enterprise products (Hands on)
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 .
Why Work For Us:
Dell is primed to recruit the best and brightest candidates from all across the globe. We take pride in fostering a winning, innovative, inclusive employee culture. We also take calculated risks and we celebrate big victories when they pay off.
Our Culture Code unites us and makes us a great family of companies and a great place to work. It’s how we run the business, go to market, work together and provide inspirational leadership.
Our culture code is defined by our values and are made real every day by defining expectations for how we work and how we lead.