International Product Support Senior Principal Engineer

Responsibilities

• Lead the diagnosis and remediation of complex systemic issues, including fatal system errors (BSOD), hangs, and performance bottlenecks.
• Perform deep-dive root cause analysis (RCA) on product defects using advanced tools like WinDbg to isolate faults in the kernel, drivers, or hardware.
• Conduct exhaustive performance profiling using WPA and other utilities to resolve bottlenecks in CPU, memory, disk I/O, and networking.
• Act as a technical bridge between regional support, Product Group engineering, and technology partners to drive issues to resolution.
• Represent the Voice of the Customer (VOC) by traveling to customer locations to lead emergency response efforts for severe system failures.
• Contribute to New Product Introduction (NPI) deliverables and document resolution strategies with high engineering rigor.

Requirements

• Expert-level understanding of Windows OS architecture, including Kernel, Drivers, Memory Management, and the I/O stack.
• High proficiency with diagnostic and profiling tools such as WinDbg, WPA, WPR, Process Explorer, and PerfMon.
• Proven ability to diagnose thermal and power management constraints using telemetry and power scheme analysis.
• Proficiency in PowerShell and batch scripting for automated system telemetry collection.
• 15+ years of relevant experience in technical problem diagnosis and resolution within complex customer environments.
• Strong communication skills with the ability to lead peer-level technical discussions and influence process improvements.

Preferred Qualifications

• Comprehensive understanding of the End User Computing (EUC) ecosystem, including desktops, workstations, and peripherals.
• Familiarity with Linux (CentOS/Ubuntu) fundamentals and command-line troubleshooting tools.

Benefits

• Comprehensive healthcare programs.
• Award-winning financial wellness tools and resources.
• Generous leave of absence for new parents and caregivers.
• Industry-leading wellness platform.

About the Company

Dell is a global technology leader dedicated to creating innovative solutions that drive digital transformation. We foster a dynamic environment where talented individuals are challenged and supported to reach their most ambitious professional goals.