Technical Support Engineer 2 - PowerEdge XE - Round Rock, Texas

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

Job summary

Dell Technologies in Round Rock, TX seeks a Senior Technical Support Engineer for the PowerEdge XE portfolio to own complex customer issues from web, phone, chat or email and coordinate with Engineering and other teams for timely, effective solutions.

You will document progress, keep customers informed about status, and drive quality closures while contributing to process improvements in a fast-paced, customer-centric environment.

Qualifications

• 3-5+ years of technical support experience.

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

PowerEdge XE

Linux (RHEL/Ubuntu)

Troubleshooting

Customer facing

Cross-functional collaboration

Education

Bachelor's degree

Tools

Dell diagnostics utilities

Job description

Technical Support Engineer 2 - PowerEdge XE - Round Rock, TX

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.

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 of Dell PowerEdge 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 annual 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.