Customer Support Specialist

hace 6 días

Puebla, Puebla, México ExactlyIT Inc A tiempo completo
Job Title: Customer Support Engineer

About the Role:

We are seeking a highly skilled Customer Support Engineer to join our team at ExactlyIT Inc. in Puebla, Mexico. As a key member of our support team, you will be responsible for providing exceptional technical support to our customers who use IBM Power for Google Cloud.

Key Responsibilities:

  • Manage technical support requests from customers who need assistance with performance and/or troubleshooting.
  • Troubleshoot production issues spanning various levels of the technology stack and engage appropriate engineering teams as required.
  • Understand customer needs and business pain points to deliver outstanding support and maintain high customer satisfaction.
  • Collaborate with internal engineering teams and Google to address customer incidents and support requests associated with IBM Power for Google Cloud.
  • Provide Root Cause Analysis and possible solution improvements that enable effective troubleshooting and diagnostics.
  • Follow and mature all IP4G support-related processes, procedures, and policies.
  • Contribute to public and internal documentation to amplify your impact.
  • Collaborate with the Infrastructure Operations Team (IOC) Manager to build an effective technical team that supports IBM Power for Google Cloud and adjacent Google Cloud Marketplace offerings.
  • Collect, 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 improve telemetry and log collection, add new dashboards, and create alerts.
  • Collaborate with Product Management to shape and prioritize feature requests and bug remediation.
  • Collaborate with the Incident Manager on the continuous improvement of the incident response process.
  • Continuously improve our customer support teams' ability to identify, resolve, or escalate customer incidents by improving the observability and tools available to our customer support teams.

Requirements:

  • Bachelor's degree in Computer Science or related field or equivalent work 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.
  • Experience with System Administration Support of operations, working knowledge of storage technologies, and virtualization support.
  • Excellent verbal and written communication.
  • Fluent English language skills are required.
  • Excellent analytical, problem-resolution, and decision-making skills.
  • Self-motivated and independent thinker with quick learning skills.

Benefits:

  • Healthcare, dental, life insurance, savings fund, Christmas bonus, grocery bonus, annual bonus.
  • Vacation, Holidays, and paid leaves.
  • Paid office parking.
  • Medical related discounts.
  • In the heart of Puebla, with views of Popocatepetl volcano, restaurants and amenities close by.
  • Join your colleagues in various sports activities in the area.
  • Enjoy a kitchen stocked with drinks, coffee, and snacks.

Language: English

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