Dell Technologies

Senior Principal Engineer International Product Support

Dell Technologies

September 14, 2021


Senior Principal Engineer International Product Support
Perfection is the Dell Technologies standard, but occasionally our products don’t work as they should. International Product Support is the team that steps in to put things right. We undertake the timely analysis of potential product defects coming from Technical Support teams or from hands-on experience. We pride ourselves on providing the highest level of technical support for our products and work closely with Engineering teams to resolve those problems that are possible product defects. We then communicate directly with external customers to present our findings.
Join us to do the best work of your career and make a profound social impact as a Senior Principal Engineer on our
International Product Support team in Round Rock/Oklahoma.
What you’ll achieve
Perfection is the Dell standard, but occasionally our products don’t work as they should. International Product Support is the team that steps in to put things right. We undertake the timely analysis of potential product defects coming from Technical Support teams or from hands-on experience. We pride ourselves on providing the highest level of technical support for Dell products and work closely with Engineering teams to resolve those problems that are possible product defects. We then communicate directly with external customers to present our findings.
You will:
  • Represents the Voice of the Customer User (VOC-U) in both reactive and proactive work.
  • Communicates with regional Technical Support teams, Engineering teams, technology partners, and/or customers regarding product issues and resolution of those issues.
  • Utilizes root cause analysis to drive technical issue resolution.
  • Documents resolution strategies and results accurately within issue tracking tools.
  • Assists sustaining engineering, quality and support personnel in determining cause of failures, and monitors for failure trends.
  • Drives results through the appropriate Dell teams to prevent future occurrences.
  • Escalates engineering issues to appropriate development teams and/or technology partners in a timely manner.
  • Makes high-quality contributions via New Product Introduction (NPI) deliverables as defined by corporate process.
  • Identifies and supports all opportunities to improve organizational execution.

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
  • Professional experience working with complex Enterprise hardware, software, and networking solutions
  • Strong communication skills.
  • Strong organizational skills dealing with failure analysis
  • Strong understanding of hard drives, SSD, and NVMe technology
  • Basic skills surrounding Linux blktrace & blkparse.
  • Understanding of T10 PI (Protective information).
  • Experience with the process of collecting vendor logs from Dell & Non-Dell drives.
  • Experience with debugging Dell Update Packages (DUP) when they fail to apply.
  • Experience in debugging HBA’s & PERC Controllers within VMware, Linux, & Windows.
  • Basic understanding of smartmontools and how to interpret the output.
  • Basic understanding of our PowerEdge Leveraged Platform solutions and how they interact with the storage sub systems.

Desirable Requirements
  • Bachelor’s degree in Electrical Engineering, Computer Science, and/or 9+ years of related experience in the IT industry.
  • Proficiency in working with third-party technical partners or geographically dispersed engineering teams
  • HDD, SSD, NVMe performance turning (FIO, HCI-Bench).
  • Understanding of how to collect a SAS/SATA Trace.
  • Understanding of NVMe-MI (Management Interface) relationship with the Dell iDRAC.

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.