Senior Engineer, Technical Support

Senior Technical Support Engineer 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, 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 as a Senior Technical Support Engineer on our Technical Support Team in Round Rock, Texas to do the best work of your career and make a profound social impact. What you'll achieve As a Senior Technical Support Engineer, you will resolve complex technical issues in a fast-paced, customer critical environment, working on improving processes, standards and strategies to perfect our Support Services.

You will:

Take ownership of technically sophisticated customer-reported issues from web, phone, chat and email and work closely with the customer until complete resolution Document relevant information and ensure the customer is communicated with in a timely manner regarding the overall progress of their issue Resolve customer issues, working closely with the Engineering, SE and other multi-functional teams Provide qualified information to Engineering so they can improve product quality and reliability Make sure customers are treated with the highest degree of respect and drive operational excellence through quality closures 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 5 to 8 years of experience in a technical support position Strong customer orientation, excellent phone etiquette and work ethic Extensive knowledge of infrastructure, client and cloud solutions Excellent communication skills and ability to work with calmness and composure under stress Desirable Requirements Bachelor's degree Additional language required Compensation Dell is committed to fair and equitable compensation practices. The salary range for this position is $92,650.00 - $119,900.00. Benefits and Perks of working at Dell Technologies Your life. Your health. Supported by your benefits. You can explore the overall benefits experience that awaits you as a Dell Technologies team member — right now at MyWellatDell.com. Who we are We believe that each of us has the power to make an impact. That's why we put our team members at the center of everything we do. If you're looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we're looking for you. Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us. Dell Technologies 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. Read the full Equal Employment Opportunity Policy here.