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Senior Engineer, Technical Support

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  • Heredia, Costa Rica
  • 05/25/2021
  • R089228


We believe that progress lives at the intersection of technology and humanity, and that our role is to bring innovation to people everywhere to drive progress around the world. Every member of our team plays a critical role in bringing our purpose to life — through our work, passion and commitment to do the absolute best we can for our company, our customers and each other.

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Success Profile

What makes a successful Product Services team member?
Check out the top traits we’re looking for and see if you have the right mix.

  • Analytical
  • Communicator
  • Conceptual
  • Inventive
  • Problem Solver
  • Results-driven

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Senior Technical Support Engineer

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 as a Senior Engineer on our Product Services team in Costa Rica to do the best work of your career and make a profound social impact.

What you’ll achieve

Integrated Data Protection Appliance is a new addition to the Dell portfolio of Data Protection solutions and it is selling well.Our IDPA (Integrated Data Protection Appliance) footprint in the market continues to see high growth and our investment in our Support teams is matching that growth.We are too established to be a Start-up, but more nimble and fast-paced than most of the mature, established teams. The culture we are building in this team is "Customer First, everything is possible".Challenge and fun in equal amounts is our overriding aim for our Team members.Do you want to be a part of a high growth success story within Dell EMC?Do you want to become a part of the wider Dell Technologies family?Do you have a passion for providing excellent Customer experience, every time?If Yes!, then this is the role for you.

What do we expect from you?

You will be representing the IDPA (and wider Dell) Brand with our Customers.As you interact with our Customers we expect you to:


  • Always be obsessed with Customer Satisfaction
  • Always act with Integrity:Ensure appropriate systems, policies and procedures are followed to support consistent and reliable interactions with our Customers.
  • Embrace Diversity - we want our team to be the best it can be, no constraints
  • Protect our Brand - retain high standards while working with both internal and external customers and colleagues
  • Did we mention Customer Focus?Customer experience is our #1 priority


  • Feel comfortable mentoring and helping our more Junior Team members grow
  • Have strong troubleshooting and Customer communication skills
  • Have good knowledge of Linux based Operating system – ideally you have prior work experience on Linux (Suse, Redhat) servers.
  • Networking skills: Experience on Networking, switch configurations and Network troubleshooting. Ideally, experience dealing with VLAN configuration and Dell Switches.
  • Backup and Recovery knowledge: Prior Experience on Avamar, Data domain or similar backup products is required.
  • VMware vCenter and ESXi : configuration, monitoring and troubleshooting skills

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

Application closing date: April 12th, 2021

Dell 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. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here.

Job Family: Product-Services Tech-Support Global-Services Engineering Services Job ID: R089228

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Global Sales at Dell

We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere so they can transform the way they work and live. Join our sales team and be a part of our story.

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Key Benefits

  • Rewards & Development

    It's simple. We believe in rewarding our team members for a job well done, investing in their professional development and filling the majority of our open positions internally.

  • Health & Wellness

    As part of our overall rewards, we offer benefits programs designed to help you maintain a healthy lifestyle. These benefits are based on your location, so please ask your recruiter for more details.

  • Flexibility

    Dell’s Connected Workplace program offers new ways to work and enables eligible team members to choose the style that best fulfills their needs, both in their job and their personal life.

  • Other Benefits

    You may be eligible for other programs in your location including employee purchase program, paid time away from work, financial and savings programs and more. Talk to your recruiter for more details on what benefits programs are available in your location.

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Life at Dell

Discover life at Dell from our employees who are leading the way toward innovation and digital transformation.

Come be a part of the talented, dedicated and motivated teams in the Dell family by applying today.

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Our culture is defined by our values and made real every day by how we work and lead. We know our culture is the foundation for all we’ve achieved, and for all the success ahead of us. Don't take it just from us – see what our employees say in our annual "Tell Dell" results.

  • 90% My leader cares about my well-being both professionally and personally.
  • 93% I am proud that I never have to worry about Dell Technologies showing up in a headline damaging our ethical reputation.
  • 90% My job means more to me than just a paycheck and benefits
  • 94% I believe flexible work arrangements (e.g., working remote, mobile, telework, etc.) at Dell Technologies contribute positively to our performance as a company.

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