Dell Technologies Looking for Technical Support Principal Engineer/Sr Principal Engineer at Remote

Dell Technologies; United States; Remote; USD 80,000 - 140,000; Full time

Job summary

Join a forward-thinking company as a Senior Principal Technical Support Engineer, where your expertise will play a crucial role in resolving complex technical challenges. In this dynamic position, you'll leverage your extensive experience to enhance support services, improve processes, and deliver exceptional customer service. With a commitment to quality and a focus on continuous improvement, you will have the opportunity to make a significant impact while enjoying a supportive work environment that values diversity and inclusion. This role offers flexible work arrangements and numerous career development opportunities, making it an ideal place to thrive in your career.

Benefits

Flexible work arrangements

Career development opportunities

Employee resource groups

Bonus programs

Qualifications

• 12 to 15 years of experience in a related professional role.
• Strong dedication to quality customer service and active listening skills.

Responsibilities

• Resolve complex technical issues in a fast-paced environment.
• Identify and document design, reliability, and maintenance issues.

Skills

Technical Support

Customer Service

Analytical Skills

Communication Skills

Problem Solving

Education

Bachelor's Degree

Dell Technology Proven Professional Certification

Job description

Senior 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 Senior Principal Engineer on our Technical Support team in Remote, India to do the best work of your career and make a profound social impact.

What you’ll achieve

As a Senior 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:

1. Apply advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues
2. Use judgment, creativity and sound technical knowledge to obtain and recommend solutions to internal and external customers via a variety of mediums, onsite as needed
3. Identify, document and report design, reliability and maintenance issues
4. Validate technical information and release early warnings to highlight potential obstacles to senior resources
5. Identify, review, create and deliver timely and highly focused training programs and/or service ability enhancements within the Field and Technical Support Departments

Essential Requirements

1. 12 to 15 years of related experience in a professional role
2. Dedication to quality customer service and active listening skills
3. Refined communication skills, especially when translating highly complex technical issues to a non-technical audience
4. Outstanding analytical skills to resolve customer issues efficiently in a timely manner

Desirable Requirements

1. Bachelor’s degree or higher
2. Dell Technology Proven Professional Certification

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.

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.