Customer Support Professional

hace 5 días

Puebla, Puebla, México Exactlyit A tiempo completo

Exactlyit is a rapidly growing public cloud infrastructure platform with a global presence in Google Cloud regional extension data center locations. As a key member of our team, you will play a crucial role in supporting our customers' mission-critical workloads.

This position is complementary to our Site Reliability Engineering role, emphasizing customer communication and incident response. You will leverage your technical expertise to analyze and resolve complex problems with critical workloads running in our IP4G and Google Cloud infrastructure. Your responsibilities will include collaborating with customers, vendors, and our engineering teams to deliver exceptional customer service, as well as participating in and improving our Incident Management process.

We are seeking a passionate individual who excels at collecting and analyzing technical details, possesses excellent communication skills, and thrives in a diverse team environment. If you have a strong desire to empower others and excel in problem-solving, we encourage you to apply.

Key Responsibilities:

  • Succeed in managing technical support requests from customers requiring assistance with performance and/or troubleshooting.
  • Troubleshoot production issues across various technology stack levels and engage relevant engineering teams as needed.
  • Understand customer needs and pain points to provide outstanding support and maintain high customer satisfaction.
  • Collaborate with internal engineering teams and Google to address customer incidents and support requests associated with IP4G and Google Cloud.
  • Conduct Root Cause Analysis and propose solution improvements for effective troubleshooting and diagnostics.
  • Adhere to and mature all IP4G support-related processes, procedures, and policies.
  • Contribute to public and internal documentation to amplify your impact.
  • Collaborate with the IOC Manager to build an effective technical team supporting IP4G and adjacent Google Cloud Marketplace offerings.
  • Analyze and report on IP4G support metrics/KPIs to identify problems or areas of focus.
  • Contribute to the development and continuous improvement of Customer Support procedures and infrastructure.
  • Collaborate with engineering and observability teams to enhance telemetry and log collection, create new dashboards, and add alerts.
  • Work with Product Management to shape and prioritize feature requests and bug remediation.

Requirements:

  • Bachelor's degree in Computer Science or related field or equivalent experience.
  • ITSM certification preferred, ITSM foundation training required.
  • 1-5 years of technical customer-facing experience.
  • Experience with IBM AIX or IBM iSeries is highly preferred.
  • Experience with Google Cloud is highly preferred.
  • System Administration Support experience, working knowledge of storage technologies, and virtualization support.

Benefits:

We offer competitive compensation, including an estimated $90,000 - $110,000 salary, depending on experience. Additionally, you can expect benefits such as healthcare, dental, life insurance, savings fund, Christmas bonus, grocery bonus, annual bonus, paid time off, paid holidays, and office parking.

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