Senior Tech Support Engineer, PowerEdge XE - Round Rock

Dell Inc.

Round Rock (TX)

Hybrid

USD 74,000 - 96,000

Full time

14 days+

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

Dell Technologies in Round Rock, TX is seeking a Senior Technical Support Engineer to join the Solutions Support as a Service team for PowerEdge XE servers. You will own complex customer issues, diagnose, and guide customers to resolution across web, phone, chat and email.

You will collaborate with Engineering and field teams, document progress, share insights to improve product reliability, and uphold the highest standards of customer care in a fast-paced, high-pressure environment.

Qualifications

3–5+ years of technical support experience.
Strong knowledge of Dell PowerEdge servers.
Comfortable working in Linux environments (RHEL/Ubuntu).
In-depth troubleshooting knowledge.
Experience with Dell and vendor diagnostics utilities.

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