Principal Engineer, Technical Support
Dell Technologies Cork, Munster, Ireland
Computer Hardware Manufacturing · 10,001+ employees
About the role
The Principal Engineer provides remote technical support for complex information infrastructure and integrates Dell Technologies products with various systems. They are responsible for resolving customer issues through telephone, email, and chat while collaborating with internal subject matter experts.
What they look for
Requirements
The role requires deep technical support expertise and the ability to convey sophisticated system information to customers. Candidates must be proficient in using troubleshooting tools and analytical practices to identify and resolve complex technical problems.
Full description
SUMMARY
Provides remote technical support expertise in a complex information infrastructure environment with the need to integrate Dell Technologies products and systems with other Dell Technologies and non-Dell Technologies computer systems being operated by customers. Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both Dell Technologies' business operations and the business operations of Dell Technologies customers.
ACCOUNTABILITIES
- Applies technical support expertise to resolve customer issues
- Responsible for providing telephone, email, chat and remote diagnostic technical support of assigned products
- Works closely with peers and internal subject matter experts to increase knowledge and resolve customer issues
- Identifies and provides resolutions to technical problems
- Uses trouble-shooting tools, content and analytical practices to help determine best way to resolve identified and unidentified problems
