Senior PowerEdge XE Support Engineer

Dell

Boston (MA)

On-site

USD 74,000 - 96,000

Full time

8 days ago

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Job summary

Dell Technologies in Hopkinton, MA is seeking a Senior Technical Support Engineer to resolve complex issues on PowerEdge XE servers and own customer-reported problems from intake to resolution. You will collaborate with engineering and cross-functional teams to drive improvements, document findings, and communicate clearly with customers in high-pressure situations.

The role requires Linux experience, strong troubleshooting, 3-5+ years of technical support, and a bachelor’s degree preferred.

Qualifications

Strong knowledge and understanding of Dell PowerEdge servers.
Working fundamental knowledge of PowerEdge XE servers.
Comfortable working in Linux environments (RHEL and Ubuntu).
In depth troubleshooting knowledge.
Good understanding of Dell and vendor diagnostics utilities and their application.
Customer facing experience and the ability to work in a high-pressure environment.
3-5+ years of technical support experience.
Desirable: Bachelor's degree.

Responsibilities

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.