DELL Hiring For Principal Engineer, Technical Support – APEX at Remote ,

DELL; United States; Remote; USD 80,000 - 130,000; Full time

Job summary

Join a forward-thinking company as a Principal Technical Support Engineer, where your expertise will drive solutions for complex technical challenges. In this dynamic role, you will engage with customers, providing exceptional support and ensuring their needs are met with the utmost respect and efficiency. Collaborate with multi-functional teams to enhance product reliability and operational excellence. This innovative firm values diversity and inclusion, offering a flexible work environment and numerous career development opportunities. If you are passionate about technology and making a meaningful impact, this is the perfect opportunity for you.

Benefits

Flexible work arrangements

Career development opportunities

Employee resource groups

Bonus programs

Excellent benefits

Qualifications

• 8 to 12 years of IT experience in customer support for complex issues.
• Familiarity with infrastructure components and software architectures.

Responsibilities

• Resolve complex technical issues from various communication channels.
• Document and communicate progress to customers in a timely manner.
• Collaborate with Engineering to improve product quality.

Skills

Technical Support

Incident Management

Problem Analysis

Customer Communication

IT Operations

SRE Principles

DevOps Practices

Education

Bachelor's Degree in Computer Science

Master's Degree in Computer Science

Tools

MS Teams

ServiceNow

PagerDuty

Job description

Job Description :

Principal Technical Support Engineer
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 as a Principal Technical Support Engineer on our Product Services team working remotely in Karnataka, India to do the best work of your career and make a profound social impact.

What you’ll achieve

As a Principal Technical Support Engineer, you will resolve complex technical issues 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

• 8 to 12 years of information technology experience, providing customer support for complex technical issues and problems
• Support efforts in facilitating problem recreation and failure analysis of systems-level issues
• Analyze issues and trends regarding programs, products, processes, and standards/metrics, and makes recommendations
• Participate in on-call support and work through all aspects of the Incident Management process tools include MS Teams, ServiceNow and PagerDuty
• Familiarity with infrastructure components, and microservice and software architectures

Desirable Requirements

• Bachelor’s or master’s degree in computer science or related field
• Possess a breadth of knowledge in IT operations and other software development skills along with a familiarity with Site Reliability Engineering (SRE) and DevOps principles and practices

Here’s our story now tell us yours
Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life — while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030.

Application closing date: 30th November 2022

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages.