Principal Engineer, Field Service - South Carolina

Dell; Scituate (MA); On-site; USD 96,000 - 125,000; Full time

Job summary

Dell Technologies is seeking an Onsite Designated Support Engineer (DSE) to drive resolution for PowerEdge XE environments. As Principal Engineer, you’ll lead root-cause analysis, coordinate with engineering and account teams, and perform hands-on troubleshooting and hardware remediation onsite.

You will maintain proactive engagement with customers through health assessments and regular service reviews, translating complex issues for non-technical audiences and guiding real-time recovery efforts.

Qualifications

• 8–12 years of related experience in a professional role.
• Proven dedication to quality customer service and active listening.
• Strong ability to translate complex technical issues for non-technical audiences.

Responsibilities

• Lead root cause analysis and recreation of complex customer system issues.
• Serve as primary escalation point for high-visibility issues.
• Perform hands-on troubleshooting and hardware replacement.
• Direct onsite engineers and technicians with recovery plans.
• Maintain proactive engagement through system health assessments and reviews.

Skills

8-12 years exp

PowerEdge hardware

PowerEdge XE servers

Analytical skills

Communication skills

Customer service

Education

Bachelor’s degree or higher

Job description

PowerEdge XE: Onsite Designated Support Engineer (DSE); Principal 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 Engineer on our DSE Product Services team!

What you’ll achieve

As an Onsite Designated Support Engineer (DSE); Principal Engineer for PowerEdge XE, you will be driving resolution for the customer’s technology sets. Customers benefit from personalized support, coordinated service events, and streamlined problem resolution. 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.

RESPONSIBILITIES

You will:

• Lead root cause analysis and recreation of complex customer system issues, leveraging advanced diagnostic tools and testing methodologies to drive resolution.
• 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 validation of system recovery post-repair.
• Direct onsite engineers and technicians while driving real-time execution of recovery plans in collaboration 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 on issue status and resolution.

QUALIFICATIONS

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 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 in a timely manner

• Strong knowledge of PowerEdge hardware

• Strong knowledge of PowerEdge XE servers

Desirable Requirements
Bachelor’s degree or higher
Dell Technology Proven Professional Certification

Compensation

Dell is committed to fair and equitable compensation practices. The salary range for this position is $96,390 - $124,740

Benefits and Perks of working at Dell Technologies

Your life. Your health. Supported by your benefits. You can explore the overall benefits experience that awaits you as a Dell Technologies team member — right now at MyWellatDell.com

Who we are

We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you.

Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.

Dell Technologies 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. Read the full Equal Employment Opportunity Policy here.

ABOUT US

Who We Are

We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you.

Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.
Dell Technologies 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. Read the full Equal Employment Opportunity Policy.

Visit our Culture Codepage to learn more about how we work and lead.