Senior Engineer, International Product Support
Dell Technologies
Taipei, Taiwan

International Product Support Senior Engineer

Join Dell and you’ll work in a dynamic environment with other motivated, talented

Individual who inspire greatness in their teammates. Our unique position as a technology leader ensures that you’ll always be challenged in your work and supported in reaching your most ambitious goals

The primary expectation of each member of Dell Client Solution Quality International Product Support (IPS) Engineering is to help the organization help Dell and Product Group (PG) achieve their business and customer satisfaction goals through individual demonstrations of engineering rigor and professionalism in daily execution of business.

IPS Engineering serves as the front door to Product Group engineering expertise.

IPS engineers take the lead in the timely analysis of potential product defects identified either reactively through formal escalations from regional Technical Support teams or proactively from hands-

on experience and work cross-functionally with other engineering teams and selected technology partners to carry out action plans to close defects and / or information gaps.

Engineers infrequently but regularly engage external customers directly during issue analysis or as required, e.g. to present findings at an engineering level of detail.

As engineer expertise, experience, and understanding of customer user needs grow, job responsibilities shift increasingly toward proactive efforts to improve both the quality and usability of new products and solutions, as well as organizational capabilities and operational processes.

Essential skills for completing position duties include technical problem diagnosis / problem reproduction in simple to complex customer client / server environments, development / testing of technical solutions for self-

found or reported issues, and effective, timely, concise communication of issue status to diverse audiences.

Performance of successful consultants reflects essential engineering competencies customer focus, engineering rigor, engineering discipline, and a drive for results.

Principle Accountabilities :

  • Faithfully represent the Voice of the Customer User (VOC-U) in both reactive and proactive work.
  • Communicate effectively with diverse audiences regional Technical Support teams, Engineering teams, technology partners, and / or customers.
  • Drive technical issues to resolution per objectives leveraging effective root cause analysis.
  • Document resolution strategies and results accurately and with engineering rigor in provided issue tracking tools.
  • Demonstrate proficiency for effective and persuasive verbal / written communication to engineering, business, and / or management audiences as required, both informally and formally, through professional presentation skills.
  • Experience in working successfully with others from multiple countries and / or diverse cultures is highly valued and ultimately expected.

  • Escalate engineering issues to appropriate development teams and / or technology partners in a timely manner.
  • Make high-quality contributions via New Product Introduction (NPI) deliverables as defined by corporate process.
  • Contribute to better corporate products and process through formal submission of 'Lessons Learned'.
  • Identify and support all opportunities to improve organizational execution, processes, and effectiveness.
  • Capable of working within and contributing to a winning culture.
  • Successful candidates for this position must have an understanding of End User Computing hardware and software solution.

    Candidates must have ready engineering-level expertise in at least one appropriate technology area e.g., Networking, WLAN, OS Deployment, Hardware and Software Debug.

    Dell End User Computing covers desktop, notebook, tablet, workstation, software, client solution and any other eco-system surrounding it.

    For consideration, a candidate for an IPS Engineering engineer position will be evaluated against the following qualifications :

  • 10 years or more of relevant experience or equivalent combination of education and work experience.
  • Fully capable of effective, detailed, peer-level issue discussion with Dell PG and / or technology partner Engineering and Quality organizations.
  • Demonstrated ability to convey detail and express technical concepts professionally in writing per the needs of the intended internal and / or external target audience.
  • Typically successful in using advanced negotiation and persuasion techniques to help others recognize and act on broad opportunities to improve work processes.
  • Experience either leading or making significant contributions to business-related projects preferred.
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