Principal Engineer, Field Service - Denton, Texas
About The Position
Dell Technologies is hiring a Principal Engineer for its PowerEdge XE Designated Support Engineer (DSE) Product Services team. The role provides personalized onsite support for customer technology environments, coordinates service events, and drives streamlined problem resolution. The engineer resolves complex technical issues in a fast-paced, customer-critical environment and contributes to improving support processes, standards, and strategies. The position involves leading root-cause analysis and reproducing complex system issues, serving as the primary escalation point for high-visibility customer matters, and performing hands-on troubleshooting and physical remediation of PowerEdge XE environments. The engineer directs onsite technical teams through recovery plans and maintains customer engagement with health assessments, best-practice recommendations, knowledge transfer, service reviews, and ongoing communications 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 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.
- 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, including validating 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.
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What This Job Offers
Job Type
Full-time
Career Level
Principal
Education Level
No Education Listed
