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:[email protected]
This is a high-visibility opportunity where your expertise will directly impact our Customer’s engineering user experiences.
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