Principal Engineer, Field Service, Denver, Colorado
About The Position
Dell Technologies is hiring a Principal Engineer for its PowerEdge XE Designated Support Engineer (DSE) Product Services team in Denver, Colorado. The role provides personalized, coordinated support to customers and drives resolution of complex technical issues in a fast-paced, customer-critical environment. The engineer also works to improve support processes, standards, and strategies. The position involves leading root cause analysis and issue recreation, serving as the primary escalation point for high-visibility customer issues, and coordinating with customers and internal teams. It includes hands-on troubleshooting, hardware replacement, physical remediation, and validation of system recovery in PowerEdge XE environments. The engineer directs onsite engineers and technicians during recovery efforts and maintains proactive customer engagement through health assessments, recommendations, knowledge transfer, service reviews, and communication about issue status and resolution.
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 for 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.
- 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.
- Work to improve support processes, standards, and strategies.
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What This Job Offers
Job Type
Full-time
Career Level
Principal
Education Level
No Education Listed
