Dell AI Server Platform System Lead 

Taiwan, Taipei 

859514842

International Product Support Senior Engineer (Laptop and Desktop)

As a, you will be responsible for high level support of company released products through end of service life (EOSL). You will work cross- functionally with other engineering teams and selected technology partners to carry out action plans to close defects and/or information gaps.

You will:

• Lead the timely analysis of potential product defects identified either through formal escalations from regional Technical Support teams or from hands-on experience.

• Work on complex issues where analysis of complex data requires an in-depth evaluation of variable factors and drive opportunities for product improvement

• Recognize and investigate opportunities to improve Customer Experience with company products as well as engage external customers directly during issue analysis or to present findings.

• Work with quality, services, customer support and sustaining personnel in determining cause of failures, and monitor failure trends.

• Effectively document work ranging from engineering analysis to business rationale for peers, senior leadership, and/or customers

Essential Requirements

• 5+ years of related experience with an advanced capability for effectively isolating issue root cause to company solution components or within complex customer environments

• Creative use of available technical and business analysis tools to resolve complex problems

• Technical leader/ knowledgeable of product specifications and industry standards

• Strong ability to easily achieve mastery of new tools, languages and operating systems

• Strong understanding of appropriate technologies, vendor products and competitor's offerings

Preferred Qualifications

• Demonstrated experience in on-site customer issue diagnosis and resolution, with the ability to communicate technical issues clearly and effectively with clients. Familiarity with managing high-pressure situations and aligning technical solutions with customer expectations is highly valued.

• Strong expertise in operating system troubleshooting across Windows, Linux, and Ubuntu platforms. This includes:Root cause analysis of system crashes (e.g., BSOD, kernel panics);Diagnosing and resolving performance degradation (e.g., high CPU/memory usage, I/O bottlenecks) ;Log analysis and interpretation (e.g., system logs, event viewers, dmesg) ;Experience with debugging tools and performance monitoring utilities (e.g., PerfMon, top, htop, sysstat) ;Familiarity with patch management and system recovery procedures