Technical Support Engineer 2 - AI Networking

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 is 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 to do the best work of your career and make a profound social impact as a Technical Support Engineer 2 on our Solutions Support as a Service team supporting Dell & Nvidia AI Networking in Round Rock, Texas, Oklahoma City, Oklahoma.

What you’ll achieve

As a Technical Support Engineer 2, you will be responsible for resolving AI Networking solutions as part of a team. You will work with global enterprise customers to resolve the issues reported in their infrastructure, specifically in Cloud, Datacenter, and Edge Networking Infrastructure, both traditional and Open Networking, and in adjoining Lines of business like Compute, Storage. You will also be contributing to HW and SW quality by reporting bugs to the Product Quality Team.

Responsibilities

You will:

• Own of Enterprise Customer-reported issues from various Intake models and work with customers and other stakeholders until resolution to the customer’s satisfaction
• Comprehensively document all the relevant technical information throughout the life cycle and ensure the customer is communicated with in a timely manner regarding the overall progress of their issue
• During Resolution, coordinate with multiple Internal stakeholders like Engineering, Backline Teams, Other LoBs etc.
• Contribute to HW and SW quality of Dell & Nvidia AI Networking products by reporting bugs and issues to Backline teams.
• Make sure customers are treated with the highest degree of respect and drive operational excellence through quality closures and follow the necessary processes and utilize relevant tools as per guidelines to achieve resolution (Examples: Training/Mentoring, Knowledge Sharing, Projects, Tasks etc.)

• 3-5 years of experience integrating and troubleshooting a broad range of technologies, including Servers, Storage, and Networking in a datacenter environment
• Extensive knowledge of Networking AI Solutions - Datacenter and Edge, Knowledge on Cloud Computing, Open Networking, SD-WAN concepts, and the fundamentals of Linux
• Expertise on all core networking technologies, namely Layer-2 Fundamentals, Spanning Tree, Port Channels, AAA, Layer-3 Concepts, Routing Protocols, and familiarity with advanced & emerging technologies like BGP, VxLAN, EVPN
• Excellent communication Skills with strong analytical & troubleshooting skills and the ability to quickly judge priorities during challenging situations
• Experience working in highly technical, highly complex enterprise customer environments

Desirable Requirements

• CCNP/CCIE, CCDP/CCDE, JNCP/JNCIE, Dell Proven professional certifications
• RHCE, RHA, BCNP/BCFP, CWNP/ACMP/ACMX/ACDX/CWNE, VCP/VCAP, MCSE/MSM, AWS /Microsoft Azure Cloud associated technological certifications

Dell is committed to fair and equitable compensation practices. The annual range for this position is $74,205 - $96,030.

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., 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.