Senior Engineer, Technical Support

Overview

Senior Technical Support Engineer at Dell Technologies. Our Technical Support team assists customers with installation, operation, configuration, customization and use of Dell Technologies products, delivering remote diagnostic technical support for critical matters and documenting issues with findings and recommended solutions. This role is based in Round Rock, Texas.

As a Senior Technical Support Engineer, you will resolve complex technical issues in a fast-paced, customer-critical environment, and contribute to process improvements, standards and strategies to enhance 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 keep the customer informed on overall progress
• Resolve customer issues in collaboration with the Engineering, Sales Engineering (SE) and other multi-functional teams
• Provide qualified information to Engineering to improve product quality and reliability
• Ensure customers are treated with the highest degree of respect and drive operational excellence through quality closures

• Answer questions about installation, operation, configuration, customization and use of Dell Technologies products
• Provide remote diagnostic technical support for critical matters using internal systems
• Analyze customer product issues, identify causes, recommend solutions and document problems

• 5 to 8 years of experience in a technical support position
• Strong customer orientation, excellent phone etiquette and work ethic
• Extensive knowledge of infrastructure, client and cloud solutions
• Excellent communication skills with composure under stress

• Bachelor's degree
• Additional language

Salary range: $92,650.00 – $. Dell is committed to fair and equitable compensation practices.

Benefits and perks of working at Dell Technologies include a comprehensive benefits program. For more information, visit the  site referenced in the original description.

Dell Technologies is committed to equal employment opportunity for all employees and to providing a work environment free of discrimination and harassment. Read the full Equal Employment Opportunity Policy here.