Designated Support Engineer (DSE); Principal Engineer - AI Networking

Dell Technologies•Memphis, TN

2d•Onsite

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.

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.