[Remote] Principal Engineer, Field Service - Denton, Texas

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Note: The job is a remote job and is open to candidates in USA. Dell Technologies is hiring a Principal Engineer for onsite designated support of PowerEdge XE environments. The role leads complex issue resolution, coordinates customer and internal escalation teams, performs hands-on troubleshooting and remediation, and improves support processes while maintaining customer engagement.


Responsibilities

  • Lead root cause analysis and recreation of complex customer system issues, leveraging advanced diagnostic tools and testing methodologies to drive resolution
  • Serve as the primary escalation point for high-visibility customer issues, coordinating with customers, engineering, technical support, sales, and account teams
  • Perform hands-on troubleshooting, hardware replacement, and physical remediation of PowerEdge XE environments, including validation of system recovery post-repair
  • Direct onsite engineers and technicians while driving real-time execution of recovery plans in collaboration with field specialists, account teams, and customer operations
  • Maintain proactive customer engagement through system health assessments, best practice recommendations, technical knowledge transfer, regular service reviews, and closed-loop communication on issue status and resolution

Skills

  • 8 to 12 years of related experience in a professional role
  • Dedication to quality customer service and active listening skills
  • Refined communication skills, especially when translating highly complex technical issues to a non-technical audience
  • Outstanding analytical skills to resolve customer issues efficiently in a timely manner
  • Strong knowledge of PowerEdge hardware
  • Strong knowledge of PowerEdge XE servers
  • Bachelor's degree or higher
  • Dell Technology Proven Professional Certification

Company Overview

  • Dell Technologies provides essential infrastructure for organizations to build their digital future. It was founded in 1984, and is headquartered in Round Rock, Texas, USA, with a workforce of 10001+ employees. Its website is

  • Company H1B Sponsorship

  • Dell Technologies has a track record of offering H1B sponsorships, with 148 in 2026, 240 in 2025, 247 in 2024, 210 in 2023, 311 in 2022, 323 in 2021, 294 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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