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:

Bachelors degree in computer science or related field or equivalent work experience

15 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 customers 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 Customers engineering user experiences.