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 (HDD, SSD, NVMe) 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.