Dell

Senior Principal Engineer, Field Service

Dell$132K — $171K *
US-AnywhereRemote in United States
Technical Services
11 - 15 years of experience
Job Overview by Ladders

Qualifications

  • 12+ years of relevant experience in technical support, field engineering, or related roles (or 8+ years with a master's degree)
  • Proven expertise in troubleshooting complex hardware, software, networking, and operating system issues
  • Deep knowledge of Dell's product portfolio, especially AI Factories and data center solutions
  • Hands-on experience with Dell servers, storage, networking, and enterprise data center environments
  • Strong ability to analyze system logs and performance data for issue resolution
  • Excellent technical and documentation skills, with experience in building and preparing Dell assemblies.

Responsibilities

  • Serve as the primary point of contact for high severity or mission-critical issues
  • Analyze complex configurations across Dell-supported AI Factories
  • Foster trusted relationships and enable real-time communication between Dell and customers
  • Document the incident resolution process and contribute to knowledge base articles
  • Provide technical leadership and guidance to build team capabilities.

Benefits

  • Comprehensive health and wellness support
  • Professional development and growth opportunities
  • Flexible working arrangements
  • Employee discounts on Dell products
  • Access to a supportive community and resources through MyWellatDell.com.
Full Job Description
Job Description

Dell Field Service Critical Response Engineer

The Dell Critical Response Engineer I9 plays a critical role in delivering fast, effective solutions during large-scale IT deployments (> 1,000 Servers) and high-severity technical issues impacting customers' IT infrastructure. This position involves on-site installation, configuration, implementation, integration, maintenance, troubleshooting, and repair of Dell and multi-vendor systems, including hardware, software, networking products, and operating systems. The engineer serves as the primary technical liaison for customers, addressing both administrative and technical concerns, and determining whether problem resolution responsibilities fall to the sales, customer support, or engineering teams.

What you will achieve

With a strong customer-first approach, the Critical Response Engineer I9 is dedicated to minimizing downtime, driving operational excellence, and aligning support efforts with Dell's broader strategic goals, leveraging expertise in AI Factories and advanced technologies.

Responsibilities

You will:

  • Serve as the primary point of contact for High Severity or mission-critical issues
  • Analyze complex hardware and software configurations across Dell-supported AI Factories
  • Foster trusted relationships, enable real-time communication between Dell and customers, ensuring alignment with customer expectations and operational priorities
  • Document the incident resolution process and contributes to knowledge base articles, playbooks, and technical documentation
  • Provide technical leadership and cross-functional guidance with a focus on building team capabilities


Qualifications

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.
  • Experience: 12+ years of relevant experience (or 8+ years with a master's degree) in technical support, field engineering, or related roles
  • Proven expertise in troubleshooting and resolving complex hardware, software, networking, and operating system issues
  • Deep knowledge of Dell's product portfolio, including AI Factories and data center solutions
  • Hands-on experience with Dell servers, storage, networking, and enterprise data center environments
  • Strong ability to analyze system logs, diagnostics, and performance data to identify and resolve issues
  • Excellent technical and documentation skills, with experience building, repairing, and preparing Dell assemblies while maintaining accurate support records


Compensation

Dell is committed to fair and equitable compensation practices. The salary range for this position is $132,600 - $171,600.

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

About Dell

EMC2 provides critical engineering services for municipal and commercial setors. They delivers geotechnical engineering related to soil behavior and soil properties, as well as recommendations of design parameters and design of structures considering soil-structure interaction. Their services include geotechnical analysis and design, field exploration, testing and construction observation services.

Dell Careers

Joining Dell means becoming part of an innovative technology company that leads with digital solutions, services, and devices. At Dell, we're committed to bringing together the brightest minds to foster innovation, leadership, and professional growth. Our diverse team of experts is dedicated to creating an inclusive culture that promotes career advancement and lifelong learning.

Opportunities at Dell

Explore a world of job opportunities with Dell, where we prioritize diversity, equity, and inclusion. Whether you're looking for a full-time position or an internship, Dell offers a dynamic work environment with benefits that support both your professional and personal life. Our team is our strength, and we invest in each member through comprehensive benefits and diversity training programs.

Work You’ll Do

At Dell, you will collaborate with skilled professionals to drive technological advancements and lead transformation projects across various industries. Our commitment to innovation and customer satisfaction makes Dell a unique place to advance your career. You'll have the chance to work on pioneering projects that integrate technology and strategic thinking.

Join Our Team

Dell is hiring! We are looking for passionate, curious, and innovative team players. Search open positions that match your skills and interests. We value the diversity of thought and experience and encourage applications from individuals with varied backgrounds and perspectives.

Professional Growth and Development

Dell supports your career journey with robust training programs, leadership development opportunities, and access to global networks. Our employees are encouraged to take ownership of their career paths with the support of Dell’s resources to achieve personal and professional goals.

Innovate with Us

Engage in work that matters with a team that values innovation and problem-solving. At Dell, you’re not just filling a position; you’re part of a community that challenges the status quo and pushes for groundbreaking solutions.

Internship Programs

Start your career with a Dell internship and gain invaluable industry experience. Our internships offer a chance to develop your skills, work on real projects, and network with professionals. Dell’s internships can be a stepping stone to full-time employment and a successful career in the tech industry.

Benefits of Working at Dell

Dell employees enjoy a range of benefits that include health care, employee discounts, and flexible working arrangements. We understand the importance of a work-life balance and provide our team with the support they need to be successful both at work and in their personal lives.

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Read our careers blog to stay informed about the latest company news, employee stories, and insights into the future of technology and employment at Dell. Join Dell and be a part of a team that values innovation, leadership, and a diverse and inclusive workplace. Explore the endless opportunities to grow professionally and personally as we continue to drive human progress through technology.
Learn more about Dell
Size
133,000 employees
Market Cap
$28.2 billion
Industry
Net Income
$3.2 billion
Founded
2012
5 Year Trend
+10.2%
Revenue
$94.2 billion
NASDAQ

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