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Remote - Texas, United States

Senior Engineer, Technical Support - APEX

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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.

What you’ll achieve
As a Senior Technical Support Engineer, you will resolve complex technical issues 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

  • 5+ years of information technology experience
  • Supports efforts in facilitating problem recreation and failure analysis of systems-level issues
  • Provides technical problem support, management, resolution, and communication
  • Provides customer support for complex technical issues and problems
  • Good team player; partner throughout the organization
  • Identifies, documents and escalates customer issues to senior resources
  • Effectively communicates procedural and technical issues to internal and external customers in a fast-paced and customer-critical environment through a variety of mediums.
  • Analyzes issues and trends regarding programs, products, processes, and standards/metrics, and makes recommendations
  • Strong written and oral communication skills
  • Participate in on-call support and work through all aspects of the Incident Management process; tools include MS Teams, ServiceNow and PagerDuty
  • Familiar with infrastructure components, and microservice and software architectures
  • Strong bias for action and ownership
  • Passionate about improving system reliability and the customer experience
  • Insatiable desire to learn and grow; curiosity about all things technology, development, operations, and cloud

Desirable Requirements

  • Bachelor’s or master’s degree in computer science or related field
  • Possess a breadth of knowledge in IT operations and other software development skills
  • Familiar with Site Reliability Engineering (SRE) and DevOps principles and practices

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.

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 ID: R205475

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Why Work Here

Global Benefits

  • Comprehensive Healthcare Programs

  • Award Winning Financial Wellness Tools and Resources

  • Generous Leave of Absence for New Parents and Caregivers

  • Industry Leading Wellness Platform

  • Employee Assistance Program

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