Designated Support Engineer (DSE); Principal Engineer - AI Networking
About The Position
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 Tennessee. What you’ll achieve As a Designated Support Engineer (DSE); Principal Engineer for Networking, you will be driving resolution for the customer’s networking technology environment. Customers benefit from personalized support, coordinated service events, proactive technical engagement, and streamlined problem resolution. You will serve as a designated technical resource and trusted networking advisor for assigned customers, developing a deep understanding of their network architecture, configurations, operational requirements, and business-critical environments. You will resolve complex networking issues in a fast-paced, customer-critical environment, working on improving processes, standards, and strategies to perfect our Support Services.
Requirements
- 8 to 12 years of related experience in a professional networking, technical support, network engineering, or similar technical role
- Dedication to quality customer service and active listening skills
- Refined communication skills, especially when translating highly complex networking and technical issues to a non-technical audience
- Outstanding analytical and troubleshooting skills to resolve customer issues efficiently in a timely manner
- Strong knowledge of enterprise and data center networking technologies, including Ethernet switching and routing, TCP/IP, VLANs, LAG/MLAG, BGP, EVPN/VXLAN, and Layer 1–3 troubleshooting
- Strong knowledge of network hardware, optics, transceivers, cabling, firmware/software, and network operating systems
- Experience troubleshooting complex, large-scale, and business-critical network environments
Nice To Haves
- Bachelor’s degree or higher
- NVIDIA-Certified Professional: AI Networking (NCP-AIN) certification or equivalent.
- CCNP, CCIE, or equivalent advanced networking certification
- Experience with Dell Networking, NVIDIA Spectrum-X Ethernet, NVIDIA InfiniBand, SONiC, Cumulus Linux, NVOS, UFM, or similar data center networking technologies
- Experience supporting large-scale AI/HPC networking environments, including high-performance Ethernet and InfiniBand fabrics
- Knowledge of network automation, telemetry, monitoring, and diagnostic technologies
- Experience working directly with strategic or enterprise customers in a designated, dedicated, or high-touch technical support role
Responsibilities
- Lead troubleshooting and root cause analysis of complex customer networking issues using diagnostic tools, logs, telemetry, and advanced troubleshooting techniques.
- Serve as the primary technical contact for customer networking escalations, providing proactive recommendations on network health, lifecycle management, performance, resiliency, and best practices.
- Develop deep expertise in assigned customer environments, including network architecture, configurations, software/firmware levels, and critical business workloads.
- Resolve complex Layer 1-3 networking issues across Dell Technologies networking platforms, including switching, routing, VLANs, BGP, EVPN/VXLAN, Ethernet, and InfiniBand technologies.
- Coordinate cross-functional teams and critical escalations, ensuring effective communication, timely resolution, proactive risk identification, and ongoing customer engagement through regular technical reviews.
Benefits
- Your life. Your health. Supported by your benefits. You can explore the overall benefits experience that awaits you as a Dell Technologies team member — right now at MyWellatDell.com
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What This Job Offers
Job Type
Full-time
Career Level
Principal
