Principal Engineer, Technical Support
Hopkinton, MA, Draper, UT or RTP, NC
Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as an VxRail Designated Support Engineer (DSE2) - Principal Engineer, Technical Support on our remote Technical Support team in either Hopkinton, MA, Draper, UT or RTP, NC.
The Principal Engineer position is to provide support for Dell EMC, VxRAIL Division. Customers represent a broad range of Enterprise, Government and Vertical markets. Support cases are opened through multiple channels and support is provided through multiple means including phone, email and online channels. The successful candidate will have excellent customer relations, communication, problem identification and troubleshooting skills. The candidate will have a strong technical background in multiple of the technical areas below, with a depth of knowledge and experience in three or more of the following areas:
Leads efforts in facilitating problem recreation and failure analysis of VxRAIL systems issues.
Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution.
May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other Dell Technology Technical Support co-workers as appropriate.
Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues.
Identifies, documents and escalates customer issues to senior resources.
Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment through a variety of mediums. .
Maintains a closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status
Responsible for sharing all acquired knowledge concerning problem resolution.
Contributes to centralized problem identification and resolution database may provide senior or expert level tasks similar to Engineering for assigned products or skills.
This position requires management of multiple high visibility customer issues. The candidate will also be required to manage multiple escalations, involving communication with customers, engineering and management. Candidate will be required to work with engineering resources to reproduce issues and assist with resolution. Candidate will also participate in production and review of knowledge base articles and documentation and provide coaching and mentoring to lower level Technical Support Engineers.
Makes a recommendation to higher level technical support engineers or management for improving processes, standards and strategies.
Regularly submits content to the knowledge database.
Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.
Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions.
Identifies, documents and reports design, reliability and maintenance issues. Gains support and commitment from others and mobilizes people to take action.
Understands and leverages Dell Technology''s technical communication structure. Sphere of influence extends well outside of the department.
Validates technical information and issues early warnings and disseminates information as needed.
As a 24X7X365 organization shift work, holidays and on-call responsibilities may be required. Dell Technology Proven Professional Certification desired.
Scope may include entire Data Center ecosystem across multiple solutions Engages in Escalations/Data Unavailable/Data Loss level issues assisting I5-I7 engineers on complex cases and elevated engagements
Work Recovery activity on customer systems Onsite diagnosis as needed
Typically requires 8+ years of related experience in a professional role with a Bachelor’s degree; or 6+ years with a Master’s degree; or 3+ years with a PhD; or equivalent experience
Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.
Job Family: Product-Services Engineering Services
Job ID: R053476