DCIM Software Solutions Liaison — Client & Engineering

Sunbird Inc.; Sioux Falls (SD); Hybride; USD 60 000 - 90 000; Plein temps

Résumé du poste

Sunbird Inc. is seeking a DCIM Software Solutions Coordinator who will triage support tickets, collaborate with cross‑functional teams, and ensure delivery of high‑quality software products.

The role involves liaising between Software Engineering, Client Services, and clients to troubleshoot and resolve issues, with a focus on documentation and continuous process improvement. The position requires a Bachelor’s degree in a technical discipline and at least three years of customer support

Qualifications

• Bachelor’s degree in a technical discipline or equivalent experience.
• Three years’ experience providing customer support for complex technical solutions in a data center environment.

Responsabilités

• Triage, add notes and next steps and disburse tickets to the correct team members.
• Review cases that escape from Technical Support to Engineering and identify gaps in troubleshooting.
• Monitor trends in user issues and escalate with proper documentation.
• Be the point of contact for DCIM software support questions for the Technical Support Team.
• Identify, diagnose and resolve software defects and performance issues; perform testing and debugging.

Connaissances

Customer support

Technical troubleshooting

Documentation

Communication

Team collaboration

Adaptability

Formation

Bachelor’s degree in technical discipline

Outils

Freshdesk

Jira

Slack

Visio

AutoCAD

Docker

Kubernetes

AngularJS

Description du poste

POSITION SUMMARY
DCIM Software Solutions Coordinator will play a crucial role in maintaining software solutions that meet the needs of our customers and organizations. Proper triage of all types of incoming support tickets and escalations. Collaborate with cross functional teams to analyze, troubleshoot issues, and ensure the delivery of high-quality, efficient, and reliable software products. Liaison between the Software Engineering Team and Client Services Team and Clients.

RESPONSIBILITIES

• Triage, add notes and next steps and disburse support tickets to the correct team members in the Services and Support team.
• Review all cases that escalate from Technical Support to Engineering. Identify gaps in troubleshooting, information necessary to troubleshoot by engineering, and work around by the customer.
• Watch for trending of user issues and escalate as necessary with proper documentation.
• Point of contact for DCIM software support questions for the Technical Support Team.
• Identify, diagnose, and resolve software defects, performance issues, and technical problems. Conduct thorough testing and debugging to ensure software quality and stability.
• Ability to identify DCIM problem statement(s), solution proposal, and scope of work with a defined project plan under supervision.
• Create and maintain detailed documentation of troubleshooting guidelines and solution paths. Ensure the documentation is up-to-date and accessible to the Technical Support Team and our clients where necessary.
• Continuously improve technical skills and share knowledge within the team.
• Assist in deploying software solutions to various environments, beta testers, etc. Ensure smooth transition and monitor the software’s performance post-deployment
• Resolve escalated tickets with professional responses
• Conduct customer ticket reviews when necessary

REQUIREMENTS/QUALIFICATIONS

• Bachelor’s degree in technical discipline or equivalent experience.
• Three years’ experience providing customer support for complex technical solutions in a data center environment.

• Demonstrated basic technical knowledge of:
  • Data center and Facility IT components and interconnections (servers, Blades/Blade Chassis, network switches, RACK PDUs, A/C, UPS, single and 3 phase power, etc.)
  • Data center networks and protocols (TCP/IP, VLANs, SNMP, Modbus)
  • Structured cabling components and concepts (patch panels, fiber, copper)
  • VMware vSphere ESX/ESXi VM configuration/control
  • General database and T-SQL knowledge (PostgresSQL).
  • Editing and working with AutoCAD and Visio drawings
  • Data center surveys and audits

• Ability to adapt/multi-task/manage changing priorities.
• Self-motivated, ability to learn and apply new skills quickly.
• Good oral/written communication and interpersonal skills required, the ability to adjust communication style depending on audience.
• Continuous team collaboration for intra-departmental process improvement.
• Ability to work flexible hours.
• Motivated professional development/leadership skills.

DESIRED SOFTWARE KNOWLEDGE/SKILLS

• Advanced knowledge in Microsoft Office Suite including Outlook, Word, Excel, Word, Visio, Project, and Teams
• Conference Software, Freshdesk, Jira, Slack, Web Browser Configurations, etc.
• Advanced database SQL knowledge
• Data Center Certifications (i.e., DCI, DCIM,)
• Leadership/Personality Profile Training
• Container Installations i.e., Docker, Kubernetes
• Angular JS

Do you reside in or close to Sioux Falls, SD?* Yes No

Are you legally authorized to work in the United States?* Yes No

Will you now or in the future require sponsorship for employment?* Yes No

This position requires some travel. Are you able and willing to meet this requirement?* Yes No