Principal Engineer, Field Service - Texas

Dell GmbH; Austin, Northern (TX, KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Dell Technologies’ Technical Support team delivers expert help by phone, email, online, and social media for Dell product customers. The Principal Engineer on the DSE Product Services team leads onsite support and drives rapid issue resolution for complex installations, configurations, and use cases.

You’ll own technical diagnostics, document problems, and collaborate to improve processes, standards, and strategies that enhance Dell Support Services. Onsite role focused on PowerEdge XE family.

Responsibilities

• Drive resolution for complex technical issues in a fast-paced, customer-critical environment.
• Analyze problems, identify causes, and document the solution for Dell Technologies products.
• Improve processes, standards, and strategies to enhance Dell Support Services.

Job description

What you’ll achieve

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!

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.