Customer Support Engineer - IBM Power for Google Cloud

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.