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,Remote - Singapore

Principal Engineer, Technical Support

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Principal 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 Principal Engineer on our Technical Support team in Singapore to do the best work of your career and make a profound social impact.


What you’ll achieve

Responsible for the delivery of superior levels of customer service to Dell's ProSupport Client customers (Upsell Warranty).

Able to meet individual and team metrics, the incumbent will be accountable for accurate and timely resolution management (technical and non-technical escalations) for Dell's client product and solutions range in accordance with Dell Technical Support guidelines. This role would include but not be limited to handling of customer escalations, mentoring of front line/front line support staff and liaison with cross functional departments and regional/global teams to ensure an effective resolution.

Your ability to take total ownership of customer issues, and then resolving those to the satisfaction of both Dell and our Customer, will put you in good stead for this role.

The ideal candidate will have a positive outward demeanor, always striving to overcome the odds, and lift those around them, motivating them to do well in spite of adversity. Your good work ethic and proven reliability, alongside the ability to work autonomously will help you succeed as you grow your footprint within Dell.

You will:

  • Ensures a positive customer experience by providing oversight and management for customer’s technical and non-technical issues.
  • Act as a focal point for escalated Customer cases providing regular updates to both customers and internal stakeholders and aligning sufficient resources to deliver timely resolutions. 
  • Take ownership and resolve escalated technical/non-technical issues per the performance measurement and criteria established in Dell Services and by the customer.   
  • Makes time sensitive, mission critical decisions that impact customer operations.
  • Act as local lead, mentor ARS/ATS/FL Teams 
  • Develops and delivers post incident reports on all critical support incidents.
  • Continuous review of processes and seeking to remedy or improve any opportunities found.
  • Maintain high level of Dell product and process knowledge.
  • Maintain a thorough understanding of Dell ProSupport deliverables



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

  • Excellent command of English and ability to effectively communicate at all levels (written and verbal), including an excellent telephone manner.
  • Excellent soft skills and presentation skills are required, as this position will closely interact with the sales team, customers, and management.
  • Excellent customer management skills in managing expectations and ensuring a high degree of customer experience.
  • Excellent project management skills are required. Candidate must possess excellent task prioritizing and documentation skills.
  • Ability to think laterally, possess strong problem solving, planning and prioritization skills.
  • Strong technical knowledge and understanding of Desktop and Laptop hardware technology.
  • Strong technical knowledge of current and previous Microsoft Operating systems and Office suites.
  • Previous technical support experience in a hardware repair/ troubleshooting role.
  • Be adaptable, accountable and flexible in a fast paced, dynamic work environment.
  • Ability to deal with ambiguity and multitasking simultaneous escalations.
  • Be an advocate of a strong, cohesive team environment.



Desirable Requirements

  • Degree/diploma on IT related course
  • At least 5 years of related working experience
  • Advanced Desktop hardware knowledge; A+ certification desired.
  • Microsoft, Linux or Unix certification preferable
  • Basic networking knowledge (including WAN topology, mixed LAN/WAN operating system environments, DNS/WINS/DHCP, firewall solutions, and network load balancing);
  • Basic knowledge of at least 2 of the following: Windows OS, RedHat Linux, Exchange, SQL, IIS, Proxy, Apache, Squid, SendMail, ASP, or XML.



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: R156444

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  • 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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