Technical Support Engineer 2 - AI Networking

Dell Technologies is hiring a Technical Support Engineer 2 to support Dell and Nvidia AI Networking as part of Dell’s Solutions Support (Service team). The onsite role is based in Round Rock, TX, with coverage that includes support activity for Oklahoma City, OK, focused on enterprise issue resolution and contributing to hardware and software quality.

Role Focus

As a Technical Support Engineer 2, you will resolve AI Networking solution issues reported by enterprise customers. You will also document technical findings across the entire issue lifecycle, coordinate with internal teams to drive resolution, and support quality improvements by reporting relevant hardware and software defects.

Responsibilities

• Own enterprise customer-reported issues submitted through various intake models, working with customers and internal stakeholders through to resolution aligned to the customer’s satisfaction.
• Document all relevant technical details throughout the issue lifecycle and keep customers informed in a timely manner on overall progress.
• Coordinate with multiple internal stakeholders during resolution, including Engineering, Backline Teams, and other Lines of Business.
• Support hardware and software quality for Dell and Nvidia AI Networking by identifying and reporting bugs and issues to Backline teams.
• Follow required processes and use the appropriate tools and methods to achieve quality closures, including Training/Mentoring, Knowledge Sharing, Projects, and Tasks as applicable.
• Resolve AI Networking solutions as part of a team.
• Work with global enterprise customers to address issues in infrastructure spanning Cloud, Datacenter, and Edge Networking, including traditional networking and Open Networking, and related Lines of Business such as Compute and Storage.
• Contribute to hardware and software quality by reporting bugs to the Product Quality Team.
• Ensure customer interactions reflect a high degree of respect while driving operational excellence through adherence to processes and tools.

Required Experience

• 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, including Datacenter and Edge, plus cloud computing concepts, Open Networking, and SD-WAN fundamentals.
• Fundamental knowledge of Linux.
• Expertise in core networking technologies: Layer-2 Fundamentals, Spanning Tree, Port Channels, AAA, Layer-3 Concepts, and Routing Protocols.
• Familiarity with advanced and emerging technologies including BGP, VxLAN, and EVPN.
• Excellent communication skills, strong analytical and troubleshooting ability, and the capacity to quickly judge priorities during challenging situations.
• Experience working in highly technical, highly complex enterprise customer environments.

Technologies

• Servers, Storage, Networking
• Cloud Computing, Open Networking, SD-WAN
• Linux
• Layer-2 Fundamentals, Spanning Tree, Port Channels, AAA
• Layer-3 Concepts, Routing Protocols
• BGP, VxLAN, EVPN

Location

Round Rock, TX (onsite). Support coverage includes Oklahoma City, OK.

Compensation

The annual range for this position is $74,205 - $96,030.

Desirable Certifications

• 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