Senior Technical Support Engineer, PowerEdge XE

Dell Technologies; Austin (TX); On-site; USD 74,000 - 96,000; Full time

Job summary

Dell Technologies Round Rock, TX is seeking a Senior Technical Support Engineer to resolve complex issues within the PowerEdge XE portfolio, delivering high-quality service by phone, email, and chat in a fast-paced environment.

You will own customer problems, document progress, and collaborate with Engineering and SE teams to drive root-cause analysis and product improvements while maintaining a focus on customer satisfaction and operational excellence.

Qualifications

• 3-5+ years of technical support experience.
• Strong knowledge of Dell PowerEdge servers.
• Experience with Linux (RHEL and Ubuntu).
• Good troubleshooting skills in a high-pressure environment.
• Ability to work with cross-functional teams.
• Familiar 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

Skills

PowerEdge servers

Linux (RHEL/Ubuntu)

Troubleshooting

Customer facing

Cross-functional collaboration

Education

Bachelor's degree

Job description

Dell Technologies Round Rock, TX is seeking a Senior Technical Support Engineer to resolve complex issues within the PowerEdge XE portfolio, delivering high-quality service by phone, email, and chat in a fast-paced environment.

You will own customer problems, document progress, and collaborate with Engineering and SE teams to drive root-cause analysis and product improvements while maintaining a focus on customer satisfaction and operational excellence.