Job description
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.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.