Technical Support Engineer 2 - PowerEdge XE - Hopkinton, Massachusetts

Socket.dev; Massachusetts; On-site; USD 74,000 - 96,000; Full time

Job summary

Dell Technologies is seeking a Senior Technical Support Engineer for the PowerEdge XE line in Hopkinton, MA. You will resolve complex hardware and software issues across Dell’s XE portfolio, working with cross-functional teams to ensure high-quality support and fast resolutions.

The role emphasizes ownership, detailed documentation, and proactive communication with customers in a fast-paced environment. A Bachelor's degree and 3-5+ years in technical support are expected.

Qualifications

• Strong knowledge of Dell PowerEdge servers and PowerEdge XE servers.
• Comfortable working in Linux environments (RHEL and Ubuntu).
• In-depth troubleshooting and the ability to work under pressure.

Responsibilities

• Take ownership of complex customer-reported issues from multiple channels until resolution.
• Document progress and communicate with customers regularly on status.
• Coordinate with Engineering, SE and cross-functional teams to resolve issues.
• Provide actionable information to Engineering to improve product quality and reliability.
• Ensure customers receive respectful, high-quality support and thorough problem closures.

Skills

PowerEdge

Linux (RHEL/Ubuntu)

Troubleshooting

Customer facing

Technical support

Communication

Education

Bachelor’s degree

Tools

Dell Diagnostics

Vendor Diagnostics

Job description

Technical Support Engineer 2 - PowerEdge XE - Hopkinton, MA

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 Hopkinton, MA.

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

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:

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

Compensation

Dell is committed to fair and equitable compensation practices. The salary range for this position is $74,000 - $96,000.

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.