Customer Support Engineer - IBM Power for Google Cloud

<p><strong>Position: Customer Support Engineer - IBM Power for Google Cloud</strong></p><h3>Location:<strong>Remote</strong></h3><h3><strong>Work Model:</strong></h3><h3><strong>·Remote</strong></h3><h3><strong>·Monday to Friday 09:00 am to 06:00 pm</strong></h3><h3><strong>We are offering:</strong></h3><h3><strong>●Pay rate: $70K MXN Monthly</strong></h3><h3><strong>●Direct Hiring</strong></h3><h3><strong>●Law Benefits</strong></h3><h3><strong>●Enhaced Employee Benefits</strong></h3><h3><strong>●Advanced English</strong></h3><h3><strong>Requirements:</strong></h3><ul><li><strong>Bachelor’s degree in computer science or related field or equivalent work experience</strong></li><strong> <li>1–5 years of technical customer-facing experience</li> </strong></ul><h3><strong>·1-5 years of Experience en IBM PowerVC</strong></h3><h3><strong>·Experience with Google Cloud</strong></h3><ul><li><strong>Experience with IBM AIX or IBM highly preferred</strong></li><strong> <li>Experience with Google Cloud highly preferred</li> <li>Experience with system administration support of operations, working knowledge of storage technologies and virtualization support</li> <li>Ability to partner across teams to achieve a common goal</li> <li>Self-motivated and independent thinker with quick learning skills</li> <li>Excellent analytical, problem resolution and decision-making skills</li> <li>Understanding of business processes and ability to translate business requirements into application functionality</li> <li>Ability to be on-call and part of a support rotation as required</li> <li>Service-oriented with focus on identifying customer pain points and needs</li> <li>Demonstrated ability using critical thinking to resolve complex problems</li> <li>Strong interpersonal and communication skills</li> </strong></ul><h3><strong>Key Responsabilities:</strong></h3><ul><li><strong>Successfully manage technical support requests from our IBM Power for Google Cloud customers that need assistance with performance and/or troubleshooting</strong></li><strong> <li>Troubleshoot production issues spanning various levels of the technology stack and engage appropriate engineering teams as required</li> <li>Understanding customer’s needs and business pain points to deliver outstanding support and maintain high customer satisfaction</li> <li>Collaborate with internal engineering teams and Google to address customer incidents and support requests associated with IBM Power for Google Cloud</li> <li>Provide Root Cause Analysis and possible solution improvements that enable effective troubleshooting and diagnostics</li> <li>Follow and mature all IP4G support-related processes, procedures, and policies</li> <li>Contribute to public and internal documentation to amplify your impact</li> <li>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</li> <li>Collect, analyze and report on IP4G support metrics / KPIs to identify problems or areas of focus</li> <li>Contribute to the development and continuous improvement of Customer Support procedures and infrastructure</li> <li>Collaborate with engineering and observability teams to improve telemetry and log collection, add new dashboards, and create alerts</li> <li>Collaborate with Product Management to shape and prioritize feature requests and bug remediation</li> <li>Collaboration with Incident Manager on the continuous improvement of the incident response process</li> <li>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</li> </strong></ul><p><strong><strong>Contact Details:</strong><a href="mailto:[email protected]">[email protected]</a></strong></p><p><strong>This is a high-visibility opportunity where your expertise will directly impact our Customer’s engineering user experiences.</strong></p><p>Originally posted on <a href="https://himalayas.app">Himalayas</a></p>

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:[email protected]

This is a high-visibility opportunity where your expertise will directly impact our Customer’s engineering user experiences.

Originally posted on Himalayas