Principal Engineer, Technical Support

Dell Technologies•TX, TX

1d•$112,000 - $145,000•Onsite

About The Position

Dell Technologies is hiring a Principal Engineer on its DSE Product Services team, supporting PowerEdge XE customers as an Onsite Designated Support Engineer. The role drives resolution of customer technology issues through personalized support, coordinated service events, and streamlined problem resolution. It involves resolving complex technical issues in a fast-paced, customer-critical environment and improving support processes, standards, and strategies.

Requirements

8 to 12 years of related experience in a professional role.
Dedication to quality customer service and active listening skills.
Refined communication skills, especially when translating highly complex technical issues to a non-technical audience.
Outstanding analytical skills to resolve customer issues efficiently and in a timely manner.
Strong knowledge of PowerEdge hardware.
Strong knowledge of PowerEdge XE servers.

Nice To Haves

Bachelor’s degree or higher.
Dell Technology Proven Professional Certification.

Responsibilities

Lead root cause analysis and recreation of complex customer system issues, using advanced diagnostic tools and testing methodologies to drive resolution.
Serve as the primary escalation point for high-visibility customer issues, coordinating with customers, engineering, technical support, sales, and account teams.
Perform hands-on troubleshooting, hardware replacement, and physical remediation of PowerEdge XE environments, and validate system recovery after repairs.
Direct onsite engineers and technicians and drive real-time execution of recovery plans with field specialists, account teams, and customer operations.
Maintain proactive customer engagement through system health assessments, best-practice recommendations, technical knowledge transfer, regular service reviews, and closed-loop communication about issue status and resolution.