Technical Support Engineer 2 - AI Networking

Dell Technologies’ Solutions Support (Service team) is seeking a Technical Support Engineer 2 to support Dell & Nvidia AI Networking in Round Rock, TX (onsite) and Oklahoma City, OK. In this role, you will help resolve AI Networking solution issues for enterprise customers while contributing to the hardware and software quality of Dell & Nvidia AI Networking products.

You will own customer-reported incidents from initial intake through resolution, coordinate with internal engineering and support teams, and maintain clear technical documentation and customer updates during the full issue lifecycle.

Role Summary

• Support and troubleshoot AI Networking solutions as part of a team responsible for enterprise customer outcomes.
• Resolve issues in enterprise infrastructures including Cloud, Datacenter, and Edge Networking, across both traditional networking and Open Networking.
• Collaborate on adjoining lines of business such as Compute and Storage when related to reported networking issues.
• Contribute to HW and SW quality by reporting bugs and issues to backline and product quality teams.

Responsibilities

• Own enterprise customer-reported issues received from multiple intake models, working with customers and internal stakeholders until resolution to the customer’s satisfaction.
• Document relevant technical information across the entire lifecycle and provide timely progress communication to the customer.
• Coordinate internal stakeholders during resolution, including Engineering, Backline Teams, and Other LoBs.
• Drive operational excellence by following required processes and using relevant tools and guidelines, supporting quality closures, and maintaining a high standard of customer respect.
• Support continuous improvement through Training/Mentoring, Knowledge Sharing, and other activities such as Projects and Tasks as applicable.
• Report bugs and issues to backline teams to help improve Dell & Nvidia AI Networking product quality.

Required Qualifications

• 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 for Datacenter and Edge, including cloud computing concepts, Open Networking, SD-WAN concepts, and Linux fundamentals.
• 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.
• Strong communication skills with analytical and troubleshooting ability, including the capacity to quickly assess priorities during high-pressure situations.
• Experience working with 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

Compensation

• Annual range: $74,205 - $96,030

Desirable Qualifications

• CCNP/CCIE, CCDP/CCDE, JNCP/JNCIE, or Dell Proven professional certifications
• RHCE, RHA, BCNP/BCFP, CWNP/ACMP/ACMX/ACDX/CWNE, VCP/VCAP, MCSE/MSM, and AWS or Microsoft Azure cloud related technological certifications