Practice: Managed Services
Position Title: Customer Support Engineer, IP4G
Position Location: Remote
Reports to: Manger or Director
Job Summary:
As a Customer Support Engineer, you will play a critical role in ensuring our clients receive top-notch technical support for our enterprise cloud solutions. You will be the primary point of contact for customers experiencing technical issues, providing timely and effective solutions to ensure their satisfaction and success. Your expertise in IBM Power Systems and Google Cloud will be essential in diagnosing problems, providing guidance, and resolving issues.
FLSA Status:
Exempt
Essential Functions:
- Provide expert-level support for IBM Power Systems on Google Cloud.
- Troubleshoot and resolve complex technical issues related to our cloud solutions.
- Assist customers with configuration, deployment, and management of their cloud environments.
- Serve as the primary point of contact for customer support inquiries.
- Respond to customer issues via phone, email, or chat in a timely and professional manner.
- Maintain a high level of customer satisfaction through effective communication and problem-solving.
- Identify, diagnose, and resolve technical problems related to hardware, software, and network issues.
- Collaborate with other engineering teams to escalate and resolve critical issues.
- Document solutions and create knowledge base articles for common issues.
- Provide feedback to the product development team based on customer experiences.
- Suggest improvements to support processes and tools to enhance efficiency and effectiveness.
- Stay updated with the latest developments in IBM Power Systems and Google Cloud technologies.
- Conduct training sessions for customers to help them better utilize our cloud solutions.
- Develop and maintain technical documentation, including user guides and FAQs.
- Other duties as assigned.
Required Skills/Abilities/Competencies
- Excellent verbal and written communication skills.
- Ethical and critical thinking.
- Excellent interpersonal and customer service skills.
- Excellent sales and customer service skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Strong supervisory and leadership skills.
- Ability to prioritize tasks and to delegate them when appropriate.
- Ability to function well in a high-paced and at times stressful environment.
- Proficient with Microsoft Office Suite or related software.
- Proficiency in troubleshooting hardware and software issues.
- Strong understanding of cloud computing concepts and architectures.
- Familiarity with virtualization technologies and networking fundamentals.
- Knowledge of scripting and automation tools (e.g., Python, Shell scripting) is a plus.
Education and Experience:
- Bachelor's degree in Computer Science, Software Engineering, or related field.
- Minimum of 3-5 years of experience in a technical support or customer support role.
- Hands-on experience with IBM Power Systems and Google Cloud Platform (GCP).
- Experience in enterprise cloud solutions and infrastructure management.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
Pellera provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.