Senior Engineer, Technical Support

Domain Engineer (DE): Senior Engineer – PowerEdge XE 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 Senior Technical Support Engineer on our Solutions Support as a Service team supporting PowerEdge XE servers in Oklahoma City, Oklahoma or Round Rock, Texas. What you’ll achieve As a Senior Engineer for Technical Support in the XE space, you will resolve complex technical issues with our XE portfolio in a fast-paced, customer critical environment, working on improving processes, standards and strategies to perfect our Support Services. You will: • Take ownership of technically sophisticated customer-reported issues from web, phone, chat and email and work closely with the customer until complete resolution • Document relevant information and ensure the customer is communicated with in a timely manner regarding the overall progress of their issue • Resolve customer issues, working closely with the Engineering, SE and other multi-functional teams • Provide qualified information to Engineering so they can improve product quality and reliability • Make sure customers are treated with the highest degree of respect and drive operational excellence through quality closures Take the first step towards your dream career Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role: Essential Requirements • Strong knowledge and understanding of Dell PowerEdge servers, specifically PowerEdge XE servers • Strong knowledge of networking infrastructure, specifically InfiniBand networking • Strong knowledge working in Linux environments (RHEL and Ubuntu). • In depth troubleshooting knowledge • Strong understanding of Dell and vendor diagnostics utilities and their application • Strong escalation management capability • Ability to collaborate effectively with vendors and Dell Engineering • Customer facing experience and the ability to work in a high-pressure environment • 5+ years of technical support experience Desirable Requirements • Bachelor’s degree • Additional language required