Senior Engineer, Technical Support

Senior Engineer, Technical Support

Join us as a Senior Engineer on our Technical Support team in Cork to do the best work of your career and make a profound social impact.

What you’ll achieve

Provides remote technical support expertise in a complex information infrastructure environment with the need to integrate Dell Technologies products and systems with other Dell Technologies and non-Dell Technologies computer systems being operated by customers. Resolves critical issues for Japan ProSupport Plus customers during Japan night hours. Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both Dell Technologies' business operations and the business operations of Dell Technologies customers. As a Senior Engineer, you will be responsible troubleshooting different Dell Products, including storage and server products and work closely with peers and internal SMEs to increase knowledge and resolve customer issues.

You will:

• Take ownership of technically sophisticated customer-reported issues from web, phone, chat and email and work closely with the customer until complete resolution.

• Document relevant information and ensure the customer is communicated with in a timely manner regarding the overall progress of their issue.

• Resolve customer issues, working closely with the Engineering, SE and other multi-functional teams.

• Provide qualified information to Engineering so they can improve product quality and reliability.

• Make sure customers are treated with the highest degree of respect and drive operational excellence through quality closures.

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

• Business level Japanese (speaking and writing)

• 5+ years of Japanese customer support experience as an IT Infrastructure Support engineer.

• Strong customer orientation, excellent phone etiquette and work ethic

• Extensive knowledge of infrastructure, client and cloud solutions

• Excellent communications skills and ability to work with calmness and composure under stress.

Desirable Requirements

• Bachelor’s degree

• Additional language required.

Dell’s Hybrid Work Culture

We feel freedom and flexibility are crucial—our flexible and hybrid work style allows team members to have the freedom to ideate, be innovative, and drive results their way.

• Team members who live within a one-hour commute of a major Dell site location will be considered hybrid and expected to be onsite a minimum of three days per week, while the other days can be from anywhere.

• Team members who live more than a one-hour commute from a major Dell site location will be considered remote but may have the option to work hybrid should they choose to, with their leader’s approval.

Closing date: 19th January 2024.

Who we are

We believe that each of us has the power to make an impact. That is why we put our team members at the center of everything we do. If you are looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we are 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

Job ID:R237801

Dell’s Flexible & Hybrid Work CultureAt Dell Technologies, we believe our best work is done when flexibility is offered.We know that freedom and flexibility are crucial to all our employees no matter where you are located and our flexible and hybrid work style allows team members to have the freedom to ideate, be innovative, and drive results their way. To learn more about our work culture, please visit our locations page.