Technical Support Engineer

Technical Support Engineer 2 – Dell & Nvidia AI Networking 

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 is 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 Technical Support Engineer 2 on our Solutions Support as a Service team supporting Dell & Nvidia AI Networking in Round Rock, Texas, Oklahoma City, Oklahoma. 

What you’ll achieve

As a Technical Support Engineer 2, you will be responsible for resolving AI Networking solutions as part of a team. You will work with global enterprise customers to resolve the issues reported in their infrastructure, specifically in Cloud, Datacenter, and Edge Networking Infrastructure, both traditional and Open Networking, and in adjoining Lines of business like Compute, Storage. You will also be contributing to HW and SW quality by reporting bugs to the Product Quality Team. 

Responsibilities

You will:

• Own of Enterprise Customer-reported issues from various Intake models and work with customers and other stakeholders until resolution to the customer’s satisfaction
• Comprehensively document all the relevant technical information throughout the life cycle and ensure the customer is communicated with in a timely manner regarding the overall progress of their issue
• During Resolution, coordinate with multiple Internal stakeholders like Engineering, Backline Teams, Other LoBs etc.
• Contribute to HW and SW quality of Dell & Nvidia AI Networking products by reporting bugs and issues to Backline teams.
• Make sure customers are treated with the highest degree of respect and drive operational excellence through quality closures and follow the necessary processes and utilize relevant tools as per guidelines to achieve resolution (Examples: Training/Mentoring, Knowledge Sharing, Projects, Tasks etc.) 

Qualifications

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: