Customer Support Engineer - IBM Power for GoogleCloud

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: allison.salazar@crhit.com This is a high-visibility opportunity where your expertise will directly impact our Customer’s engineering user experiences.