Senior Principal Engineer, Field Service

Dell; Gaffney (SC); On-site; USD 133,000 - 172,000; Full time

Job summary

Dell Field Service is seeking a Critical Response Engineer I9 to deliver rapid, on-site solutions during large IT deployments and high-severity issues.

You will serve as the main technical liaison, troubleshoot complex hardware/software in Dell AI Factories and data centers, and lead cross-functional problem resolution while building team capabilities.

Qualifications

• 12+ years of relevant experience (or 8+ years with a master’s degree) in technical support, field engineering, or related roles.
• Proven expertise in troubleshooting and resolving complex hardware, software, networking, and operating system issues.
• Deep knowledge of Dell’s product portfolio, including AI Factories and data center solutions.
• Hands-on experience with Dell servers, storage, networking, and enterprise data center environments.
• Strong ability to analyze system logs, diagnostics, and performance data to identify and resolve issues.
• Excellent technical and documentation skills, with experience building, repairing, and preparing Dell assemblies while maintaining accurate support records.

Responsibilities

• Serve as the primary point of contact for High Severity or mission-critical issues.
• Analyze complex hardware and software configurations across Dell-supported AI Factories.
• Foster trusted relationships, enable real-time communication between Dell and customers, ensuring alignment with customer expectations and operational priorities.
• Document the incident resolution process and contributes to knowledge base articles, playbooks, and technical documentation.
• Provide technical leadership and cross-functional guidance with a focus on building team capabilities.

Skills

12+ years exp

Troubleshooting

HW/SW/Networking/OS

Dell product portfolio

Tools

Dell Servers

Networking gear

Data center environments

Job description

Dell Field Service Critical Response Engineer

The Dell Critical Response Engineer I9 plays a critical role in delivering fast, effective solutions during large-scale IT deployments (> 1,000 Servers) and high-severity technical issues impacting customers’ IT infrastructure. This position involves on-site installation, configuration, implementation, integration, maintenance, troubleshooting, and repair of Dell and multi-vendor systems, including hardware, software, networking products, and operating systems. The engineer serves as the primary technical liaison for customers, addressing both administrative and technical concerns, and determining whether problem resolution responsibilities fall to the sales, customer support, or engineering teams.

What you will achieve

With a strong customer-first approach, the Critical Response Engineer I9 is dedicated to minimizing downtime, driving operational excellence, and aligning support efforts with Dell’s broader strategic goals, leveraging expertise in AI Factories and advanced technologies.

RESPONSIBILITIES

You will:

• Serve as the primary point of contact for High Severity or mission-critical issues.\

• Analyze complex hardware and software configurations across Dell-supported AI Factories

• Foster trusted relationships, enable real-time communication between Dell and customers, ensuring alignment with customer expectations and operational priorities

• Document the incident resolution process and contributes to knowledge base articles, playbooks, and technical documentation

• Provide technical leadership and cross-functional guidance with a focus on building team capabilities

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.

• Experience: 12+ years of relevant experience (or 8+ years with a master’s degree) in technical support, field engineering, or related roles
• Proven expertise in troubleshooting and resolving complex hardware, software, networking, and operating system issues
• Deep knowledge of Dell’s product portfolio, including AI Factories and data center solutions
• Hands-on experience with Dell servers, storage, networking, and enterprise data center environments
• Strong ability to analyze system logs, diagnostics, and performance data to identify and resolve issues
• Excellent technical and documentation skills, with experience building, repairing, and preparing Dell assemblies while maintaining accurate support records

Compensation

Dell is committed to fair and equitable compensation practices. The salary range for this position is $132,600 - $171,600

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 UsDell 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.