Principal Engineer International Product Support

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

What you’ll achieve
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.

You will:

• Responsibilities and work contributions are equally balanced between response to and resolution of complex product solutions and resolution of advanced product and process related issues.
• Escalates engineering issues to appropriate development teams and/or technology partners in a timely manner.
• Communicate 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 technical issue resolution.
• Documents resolution strategies and results accurately within issue tracking tools.
• Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles.
• Provides development and application of advanced engineering expertise, engineering rigor and executions, and professional soft skills to effectively resolve the most complex and challenging product or process issues and driving opportunities for product improvement.
• Leverages industry and engineering experience, articulates and drives realization of financially and strategically viable functionality and/or serviceability enhancements for company products in its distributed business environment.
• Effectively documents work ranging from engineering theory to business rationale for senior leadership, customers.
• Develops and delivers presentations of business and/or engineering information to all audiences including senior leadership.
• Utilizes root cause analysis to drive technical issue resolution.
• Documents resolution strategies and results accurately within issue tracking tools.
• Drives both complex reactive (PSE) and preventative NPI issues appropriately with minimal coaching; demonstrates strong contingency planning.

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

• 8-12 years of experience in supporting external authentication servers like Netscaler, Omnissa UAG or Remote Desktop Gateway with corresponding Authentication providers like Imprivata, Okta or RSA.
• Experience in network services and protocols like IPv4, IPv6, UDP, Active Directory, Proxy, Firewall, DHCP, DNS, RADIUS, SNMP and LDAP.
• Experience in certificates and Smart Card, Biometric authentication methods.
• Experience in Hypervisors Hyper-V, ESXi, Xen,KVM
• Experience in scripting and basic programming concepts.
• Knowledge of relational databases and database query/manipulation tool.

Desirable Requirements

• Deep Knowledge of common network services and protocols (e.g. IPv4, IPv6,UDP, Active Directory, Proxy, Firewall, DHCP, DNS, RADIUS,SNMP and LDAP).
• Knowledge in Citrix Workspace apps and Desktops, Omnissa Horizon, Microsoft RDP, Azure Virtual Desktop and other Remote desktop protocols.
• Knowledge of Linux and Unix Operating system preferable

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.

Application closing date: 30 Sep 2024

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.