Senior Engineer Product Support

Senior Engineer-International Product Support

Join us as a Senior Engineer on our International Product Support team in Bangalore to do the best work of your career and make a profound social impact.

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.

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:

Key Responsibilities:

• To provide engineering level technical analysis in resolving post-Sale, post-Release product engineering escalations on Dell Managed software and HCI ( Hyper converged Infrastructure) solutions comprising Enterprise Servers, Storage, Network and Software products etc. This is primarily a Lab based role tasked with utilizing in-depth technical analysis methodologies and tools.
• To drive product reliability and serviceability by providing customer and/or field focused information into the ISG Product Release Process (OLP).
• To provide on-site representation for Infrastructure Solutions Group (ISG) in the technical resolution of critical customer incidents/situations. This Engineer will engage as necessary in conducting offsite or onsite analysis, utilizing advanced debugging techniques and/or coordinating information between the customer location and Dell.
• To provide highest escalation level of technical support for Dell’s products to Regional tech support organizations.
• To improve the technical incident resolution process for Dell ISG Products.
• This engineer must be intimately knowledgeable about the processes and tools utilized by Regional Technical Support (Worldwide) and drives improvements in all areas of the resolution process by improving/reviewing/sustaining Trouble Shooting Trees, Assessing/Improving Training content, Analyzing call drivers/trends, and improving process flow.
• Ability to drive problem-solving strategies for complex problems that involve cross-functional disciplines by way of in-depth problem solving and analytical skills.
• He should also be able to identify potential product weaknesses and drive product enhancement by providing design guidance and recommendations for subsequent redesigns.

Essential Requirements:

• Experience: 5 - 8 Years
• Working experience with networking and communications technologies such as Ethernet, TCP/IP, NC-SI, FC, iSCSI and Infiniband.
• In-depth knowledge of OSI and TCP/IP layers.
• Experience in server hardware (Monolithic and Modular), log analysis and troubleshooting.
• Experience with advanced networking switch configurations and troubleshooting including vSwitches.
• Experience with Windows/Linux/ESXi configuration, log analysis and troubleshooting.
• Experience in Linux, Windows and ESXi networking configuration, optimization and troubleshooting including network drivers.
• Experience with virtualization using VMware, Hyper-V etc.
• Working experience with network analyzers (Hardware and Software) e.g. Finisar, Wireshark etc.
• Negotiation and persuasion skills; Proficient in reading and understanding technical data sheets; Understanding of machine characteristics that affect software systems.
• Experience in Failure Analysis, escalation management and documentation.
• Strong communication skills.

Desired:

• Experience in scripting with PowerShell, Bash, or Python.
• Experience in system management protocols like SNMP, WSMAN, IPMI, Redfish etc.

Education:

• Bachelors or Masters

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 Employment Opportunity Policy here.

Benefits:

We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

Our EVP:

Our Culture Code unites us and makes us a great family of companies and a great place to work. It’s how we run the business, go to market, work together and provide inspirational leadership.

Our culture code is defined by our values and are made real every day by defining expectations for how we work and how we lead.

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. Learn more about Diversity and Inclusion at Dell here.

Why Work For Us:

Dell is primed to recruit the best and brightest candidates from all across the globe. We take pride in fostering a winning, innovative, inclusive employee culture. We also take calculated risks and we celebrate big victories when they pay off.

Our EVP:

Our Culture Code unites us and makes us a great family of companies and a great place to work. It’s how we run the business, go to market, work together and provide inspirational leadership.
Our culture code is defined by our values and are made real every day by defining expectations for how we work and how we lead.