Technical Support Engineer 2

CareerCircle; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Dell Technologies is seeking a Senior Technical Support Engineer to join the XE Solutions Support team in Draper, UT. You will handle complex customer issues involving PowerEdge XE servers in a fast-paced, mission-critical environment with a focus on quality and reliability.

You will work with Engineering and SE teams to diagnose problems, document findings, and ensure timely updates to customers. A strong Linux background and customer-facing experience are essential.

Qualifications

• Must have strong customer-facing abilities and perform in high-pressure environments.
• Proficient troubleshooting and analytical skills to resolve complex hardware/software issues.
• Solid knowledge of Linux environments (RHEL/Ubuntu) and related tooling.
• Excellent communication and collaborative skills across cross-functional teams.

Responsibilities

• Take ownership of technically sophisticated customer-reported issues from multiple channels and drive to complete resolution.
• Document progress and ensure timely customer communication throughout the issue life cycle.
• Collaborate with Engineering, SE, and other teams to resolve issues and improve product quality.
• Provide actionable information to Engineering to help improve product reliability.

Skills

Customer facing

Troubleshooting

Linux knowledge

Communication

Problem-solving

Education

Bachelor’s degree

Tools

PowerEdge hardware

Diagnostics utilities

Linux tooling

Job description

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 to do the best work of your career and make a profound social impact as a Senior Technical Support Engineer on our Solutions Support as a Service team supporting PowerEdge XE servers in Draper, UT.

What you’ll achieve

As a Senior Technical Support Engineer for Technical Support in the XE space, you will resolve complex technical issues with our XE portfolio in a fast-paced, customer critical environment, working on improving processes, standards and strategies to perfect our Support Services.

You will:

• 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

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

• Strong knowledge and understanding ofDellPowerEdge 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 Requirements

• Bachelor’s degree