Customer Support Engineer

hace 3 días

Puebla, Puebla, México CRH Talento en IT A tiempo completo

Position: Customer Support Engineer - IBM Power for Google Cloud
Location:
Remote
Work Model:

  • Remote
  • Monday to Friday 09:00 am to 06:00 pm

We are offering:

  • Pay rate: $70K MXN Monthly
  • Direct Hiring
  • Law Benefits
  • Enhaced Employee Benefits
  • Advanced English

Requirements:

  • Bachelor's degree in computer science or related field or equivalent work experience
  • 1–5 years of technical customer-facing experience
  • 1-5 years of Experience en IBM PowerVC
  • Experience with Google Cloud
  • Experience with IBM AIX or IBM highly preferred
  • Experience with Google Cloud highly preferred
  • Experience with system administration support of operations, working knowledge of storage technologies and virtualization support
  • Ability to partner across teams to achieve a common goal
  • Self-motivated and independent thinker with quick learning skills
  • Excellent analytical, problem resolution and decision-making skills
  • Understanding of business processes and ability to translate business requirements into application functionality
  • Ability to be on-call and part of a support rotation as required
  • Service-oriented with focus on identifying customer pain points and needs
  • Demonstrated ability using critical thinking to resolve complex problems
  • Strong interpersonal and communication skills

Key Responsabilities:

  • Successfully manage technical support requests from our IBM Power for Google Cloud customers that need assistance with performance and/or troubleshooting
  • Troubleshoot production issues spanning various levels of the technology stack and engage appropriate engineering teams as required
  • Understanding customer's 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
  • Collaboration with 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

Contact Details:

This is a high-visibility opportunity where your expertise will directly impact our Customer's engineering user experiences.

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