Customer Support Engineer - IBM Power for GoogleCloud

CRH Talento de IT; A distancia; MXN 529,000 - 883,000; Jornada completa

Descripción de la vacante

A technology solutions provider is seeking a Customer Support Engineer specializing in IBM Power for Google Cloud. This remote position requires technical customer-facing expertise and proficiency with IBM PowerVC and Google Cloud. Responsibilities include managing technical support requests, troubleshooting issues, and collaborating with engineering teams to enhance customer satisfaction. Candidates should possess a Bachelor’s degree in computer science and exhibit strong analytical and problem-solving skills. A commitment to high-quality service and customer support is essential.

Servicios

Enhanced Employee Benefits

Work schedule Monday to Friday, 09:00 am to 06:00 pm

Formación

• 1-5 years of technical customer-facing experience.
• Ability to be on-call and part of a support rotation as required.
• Demonstrated ability using critical thinking to resolve complex problems.

Responsabilidades

• Manage technical support requests from customers.
• Troubleshoot production issues and engage engineering teams.
• Understand customer needs and deliver outstanding support.

Conocimientos

Technical customer-facing experience

Experience with IBM PowerVC

Experience with Google Cloud

Experience with IBM AIX

System administration support

Analytical and problem resolution skills

Strong interpersonal skills

Educación

Bachelor’s degree in computer science or related field

Descripción del empleo

Position: Customer Support Engineer - IBM Power for Google Cloud

Location: Remote

Work Model

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

We are offering

• 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 escalation customer incidents by improving the observability and tools available to our customer support teams

Contact Details: [e-mail]

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