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.