International Product Support Senior Principal Engineer
Job Description
Company & Team Overview Join Dell and work in a dynamic environment alongside motivated, talented individuals who inspire greatness in their teammates. Our unique position as a technology leader ensures that you will always be challenged in your work and supported in reaching your most ambitious goals.
This role is a critical part of Dell Client Solution Quality International Product Support (IPS) Engineering. IPS serves as the front door to Product Group (PG) engineering expertise. Our primary expectation is to help Dell and the Product Group achieve their business and customer satisfaction goals through engineering rigor and professionalism.
Job Summary We are seeking a highly experienced Windows Systems Subject Matter Expert (SME) to serve as a Senior Principal Engineer. In this critical, client-facing role, you will be deployed to complex client/server environments to diagnose and remediate systemic issues, including fatal system errors (BSOD), hangs, and performance bottlenecks. As your understanding of customer needs grows, your focus will increasingly shift toward proactive efforts to improve the quality and usability of new products and solutions. Leveraging deep kernel-level expertise and an understanding of the entire End User Computing (EUC) ecosystem, you will ensure the optimal stability and performance of our clients' mission-critical environments.
You will:
- Customer Advocacy & On-Site Resolution: Faithfully represent the Voice of the Customer User (VOC-U) in all reactive and proactive work. Infrequently but regularly travel to customer locations to lead emergency response efforts for severe Windows system failures, explaining findings at an engineering level of detail.
- Defect Analysis & Root Cause Analysis (RCA): Take the lead in the timely analysis of product defects—identified reactively through formal escalations or proactively via hands-on testing. Leverage advanced tools (e.g., WinDbg) to parse memory dumps and system logs, isolating faults in the kernel, third-party drivers, or hardware.
- Performance Optimization: Conduct exhaustive performance analyses utilizing Windows Performance Analyzer (WPA) and other profiling tools. Resolve bottlenecks across CPU, memory, disk I/O, and networking by optimizing power plans, BIOS/UEFI settings, and thermal management.
- Cross-Functional Collaboration: Serve as the technical bridge between regional Technical Support, Product Group (PG) engineering, and selected technology partners. Escalate issues in a timely manner and drive technical issues to resolution.
- Proactive Engineering & Quality Improvement: Make high-quality contributions to New Product Introduction (NPI) deliverables as defined by corporate processes. Contribute to better corporate products and execution by formally submitting "Lessons Learned" and identifying opportunities to improve operational effectiveness.Technical Consulting & Documentation: Document resolution strategies accurately and with engineering rigor in issue-tracking tools. Provide expert advisory services on system hardening and compatibility, and train customers on best practices.
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
- Windows Internals Knowledge: Expert-level understanding of Windows OS architecture (Kernel, Drivers, Memory Management, Registry, NTFS/ReFS), process/thread scheduling, the I/O stack, and DPC latency.
- Diagnostic & Profiling Tools: High proficiency with Windows performance and debugging utilities, including WPR/WPA, Process Explorer, RAMMap, PerfMon, and WinDbg.
- Thermal & Power Management: Adept at diagnosing power and thermal constraints by analyzing power schemes, GPU limits, fan curves, and thermal telemetry (e.g., HWInfo, Intel Power Gadget).Scripting & Automation: Proficient in PowerShell and batch scripting for the automated collection of system telemetry. Familiarity with Linux (CentOS/Ubuntu) fundamentals and CLI troubleshooting tools.
Communication & Influence: Fully capable of effective, detailed, peer-level issue discussions with internal cross-functional teams and external partners. Proven ability to use advanced negotiation and persuasion techniques to drive process improvements.
Desirable Requirements
Experience: 15+ years of relevant experience (or an equivalent combination of education and work experience) in technical problem diagnosis and resolution in simple to complex customer environments.
- Domain Expertise: Comprehensive understanding of the End User Computing (EUC) hardware and software ecosystem (desktop, notebook, tablet, workstation, software, and surrounding peripherals).