Senior Engineer, Technical Support

Dell
Malaysia
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsSkills: ["Escalation management","Customer communication","Troubleshooting","Collaboration","High-pressure execution"]

Resolve complex customer-reported issues for Dell PowerEdge XE servers in a fast-paced, customer-critical environment. Own technically sophisticated cases from web, phone, chat, and email through complete resolution, documenting progress and communicating updates. Troubleshoot Linux-based (RHEL/Ubuntu) infrastructure, leveraging Dell and vendor diagnostic utilities and InfiniBand networking expertise while partnering with engineering and other teams to improve product reliability.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Dell
Dell
4 days ago

Senior Engineer, Technical Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Resolve complex customer-reported issues for Dell PowerEdge XE servers in a fast-paced, customer-critical environment. Own technically sophisticated cases from web, phone, chat, and email through complete resolution, documenting progress and communicating updates. Troubleshoot Linux-based (RHEL/Ubuntu) infrastructure, leveraging Dell and vendor diagnostic utilities and InfiniBand networking expertise while partnering with engineering and other teams to improve product reliability.
Location: Malaysia
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Own technically sophisticated customer issues from web, phone, chat, and email through full resolution.
  • •Document case details and provide timely customer communication on issue progress.
  • •Resolve customer issues in collaboration with engineering, SE, and other cross-functional teams.
  • •Provide qualified information to engineering to improve product quality and reliability.
  • •Drive operational excellence by ensuring high-quality closures for customer-critical matters.

Key Requirements

  • •5+ years of technical support experience in a customer-facing environment.
  • •Strong knowledge of Dell PowerEdge servers, specifically PowerEdge XE.
  • •Strong knowledge of InfiniBand networking infrastructure.
  • •Strong Linux troubleshooting experience in RHEL and Ubuntu environments.
  • •Experience using Dell and vendor diagnostics utilities and managing escalations effectively.
Experience:5+ yearsTechnical support
Skills:Escalation managementCustomer communicationTroubleshootingCollaborationHigh-pressure execution
Tech Stack:Dell PowerEdge XEInfiniBandLinuxRHELUbuntuDell diagnostics utilitiesVendor diagnostics utilities

Company Brief

Dell
Designs, manufactures and sells computers, servers, storage, networking equipment, and related IT solutions and services for consumers, small businesses, and enterprises worldwide.
Industry: Electronics Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Round Rock, United States
Founded: 1984
Glassdoor
Glassdoor: 3.8
WebsiteLinkedInGlassdoor