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Remote - Texas, United States

Senior Manager, Technical Support - APEX

Austin, Texas, United States; Chicago, Illinois, United States; Dallas, Texas, United States; Denver, Colorado, United States; Hopkinton, Massachusetts, United States; Houston, Texas, United States; McLean, Virginia, United States; Miami, Florida, United States; Minneapolis, Minnesota, United States; Nashville, Tennessee, United States; Remote - Alabama, United States; Remote - Alaska, United States; Remote - Arizona, United States; Remote - Arkansas, United States; Remote - California, United States (All Other); Remote - California, United States (Bay Area); Remote - California, United States (LA/Orange County); Remote - Colorado, United States; Remote - Connecticut, United States (All Other); Remote - Connecticut, United States (NY Metro); Remote - Delaware, United States; Remote - District of Columbia, United States; Remote - Florida, United States; Remote - Georgia, United States; Remote - Hawaii, United States; Remote - Idaho, United States; Remote - Illinois, United States; Remote - Indiana, United States; Remote - Iowa, United States; Remote - Kansas, United States; Remote - Kentucky, United States; Remote - Louisiana, United States; Remote - Maine, United States; Remote - Maryland, United States (COUNTY - All Other); Remote - Maryland, United States (COUNTY - Charles, Prince Georges, Montgomery); Remote - Massachusetts, United States; Remote - Michigan, United States; Remote - Minnesota, United States; Remote - Mississippi, United States; Remote - Missouri, United States; Remote - Montana, United States; Remote - Nebraska, United States; Remote - Nevada, United States; Remote - New Hampshire, United States; Remote - New Jersey, United States; Remote - New Mexico, United States; Remote - New York, United States (All Other); Remote - New York, United States (NY Metro); Remote - North Carolina, United States; Remote - North Dakota, United States; Remote - Ohio, United States; Remote - Oklahoma, United States; Remote - Oregon, United States; Remote - Pennsylvania, United States; Remote - Rhode Island, United States; Remote - South Carolina, United States; Remote - South Dakota, United States; Remote - Tennessee, United States; Remote - Utah, United States; Remote - Vermont, United States; Remote - Virginia (COUNTY - Alexandria, Arlington, Falls Church, Fairfax, Loudoun, Prince William); Remote - Virginia (COUNTY - All Other); Remote - Washington, United States; Remote - West Virginia, United States; Remote - Wisconsin, United States; Remote - Wyoming, United States

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Senior Manager - Technical Support

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 Manager Technical Support.


What you’ll achieve

  • Lead and manage the Escalation Engineering team, focusing on issue ownership and team member engagement
  • Resolve and direct complex issues related to APEX technologies and operations
  • Ensure that tools, runbooks, service directory, and knowledge base are up to date and serve the APEX organization’s need to escalate and triage issues for quick return to service

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

  • 12+ years of information technology experience
  • 4 years of people leadership experience; coaching, mentoring, one-on-ones, performance management, and optimizing for team member engagement
  • Familiar with Site Reliability Engineering (SRE) and DevOps principles and practices
  • Provides technical problem support, management, resolution, and communication
  • Provides customer support for complex technical issues and problems
  • Hands-on technical leader and a good team player; partner throughout the organization
  • Analyzes issues and trends regarding programs, products, processes, and standards/metrics, and makes recommendations
  • Excellent written and oral communication skills; ability to communicate to a variety of audiences, including executive management and engineering teams
  • 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
  • Experience with Atlassian products (JIRA, Confluence)
  • Understanding of Agile software development processes and procedures (e.g. Scrum, Kanban)
  • Possess a breadth of knowledge in IT operations and other software development 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.

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: R205472

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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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