Senior Customer Engineer

Computacenter AG & Co. oHG; Los Angeles (CA); On-site; USD 40,000 - 70,000; Full time

Job summary

Computacenter is seeking a Senior Customer Engineer in the United States, with responsibilities spanning complex technical support, escalation management, and coordinating technical teams to deliver high customer satisfaction.

The role requires strong communication, leadership, and problem-solving abilities, plus 7 years in IT service and a BA or equivalent technical degree. California-based work is expected with travel as needed.

Qualifications

• BA or equivalent technical degree preferred or equivalent experience.
• 7 years’ experience in IT Service environment.
• Legally eligible to work in the United States.
• Industry certifications are a plus.

Responsibilities

• Partner with business leaders to deliver services aligned with company objectives and values.
• Perform complex technical work remotely or on customer sites to meet requirements.
• Coordinate small teams delivering basic work packages per process.
• Provide technical leadership in your area of expertise.
• Document and report work to ensure compliance with procedures.
• Develop technical procedures and standards to meet requirements.
• Escalate issues per company processes to meet customer demands.
• Communicate on complex issues to avoid escalations.
• Evaluate escalations and resolve to satisfy customers.
• Provide customer service to internal and external customers.

Skills

Customer support

Escalation management

Technical leadership

Team coordination

IT service experience

Communication

Problem solving

Education

BA or equivalent technical degree

Job description

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Senior Customer Engineer

About the role
A Senior Customer Engineer role responsible for providing technical support to customers, troubleshooting complex IT issues, managing escalations, coordinating technical teams, and ensuring high customer satisfaction.

Annual compensation: $40K - $70K USD

What you'll be doing

• Partners with business leaders to deliver services that support company objectives and that are consistent with Winning Together values.
• Perform a complex range of technical work activities either remotely or at customer site to meet business and customer requirements.
• Coordinate small teams delivering basic work packages in line with company process to meet business and customer requirements.
• Provide Technical Leadership in own specific area of expertise.
• Document and reports on work completed to ensure compliance with Company and Customer Procedures.
• Contribute to the development of technical procedures and standards to meet business and customer requirements.
• Escalate issues in line with company processes to ensure customer demands are met.
• Able to communicate on complex issues to meet business and customer requirements to avoid escalations.
• Evaluate escalations and resolve appropriately to ensure customer demands are met.
• Provide customer service to internal and external customers to ensure consistent experience.
• Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution.
• Identify own development needs in line with business objectives.
• Acts as a role model for colleagues providing guidance around technical and behavioral competencies to ensure sharing of internal best practice.
• Embrace and support Computacenter’s mission and core values.

What you have

• Legally eligible to work in the United States.
• BA or equivalent technical school degree preferred or equivalent experience, industry certifications a plus.
• 7 years’ experience in IT Service environment.
• Works under general supervision. Uses discretion and has awareness of health and safety at work.
• Demonstrates analytical and systematic approach to resolving complex problems and assignments.
• Takes initiative in identifying and negotiating appropriate development opportunities.
• Able to define and follow instructions and procedures
• Demonstrates the ability to absorb and apply technical information.
• Uses broad range of information systems, technology functions and applications in line with IT industry standards as appropriate to the role
• Ideally certified in appropriate technologies to support business strategy.
• Demonstrates an organized approach to work.
• Demonstrates ability to engage and influence on complex issues at all levels both internally and customer facing.
• Proven ability to work under pressure and to tight deadlines.
• Able to meet the physical requirements of the usual and customary methods of performing the job functions, including: a variety of standing, sitting, and walking throughout the day; lifting of up to 50 pounds.

What you can expect

There’s so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.

About us

Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We’re a public company quoted on the London FTSE 250 (CCC.L) and employ over 21,000 people worldwide. In the US, we support some of the country’s best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us