Customer Support Engineer

7 days ago

Morrisville, United States ExactlyIT Inc Full time

IBM Power for Google Cloud (IP4G) is a rapidly growing public cloud infrastructure platform with a globalpresence in Google Cloud regional extension data center locations. IP4G allows the largest enterprises tomodernize the infrastructure that supports their mission critical workloads. This role is complementary to our Site Reliability Engineering role with an emphasis on customercommunication and incident response. In this role, you will use your technical skills to analyze and solvecomplex problems with critical workloads that run in IP4G and Google Cloud. You will increase yourtechnical breadth by collaborating with customers, vendors and our own engineering and developmentteams to deliver excellent customer service. Finally, you will participate and improve our IncidentManagement process to deliver the optimal customer support. We are searching for someone who is passionate about technology, solving problems, and empoweringpeople. You should excel at collecting and analyzing technical details, have a desire to work with adiverse team, and feel you can strengthen our exceptional support and operations teams. Join our team, where your communication skills, autonomy, and collaborative spirit will contribute directlyto the success and customer experience of IBM Power for Google Cloud. Who would excel in this position? Strong communication skills with a bias for action and team collaboration are a must. These, coupledpublic cloud and systems analysis skills are the foundation for an ideal candidate. Past experience in oneor more of the following areas will accelerate your success. ● An existing Incident Commander looking for more technical responsibility ● A Cloud Solution Architect with background in incident response ● AIX or IBM i Systems Engineers with public cloud experience What you will be doing: ● Successfully manage technical support requests from our IBM Power for Google Cloudcustomers that need assistance with performance and/or troubleshooting ● Troubleshoot production issues spanning various levels of the technology stack and engageappropriate engineering teams as required ● Understand customer's needs and business pain points to deliver outstanding support andmaintain high customer satisfaction ● Collaborate with internal engineering teams and Google to address customer incidents andsupport requests associated with IBM Power for Google Cloud ● Provide Root Cause Analysis and possible solution improvements that enable effectivetroubleshooting 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 technicalteam that supports IBM Power for Google Cloud and adjacent Google Cloud Marketplaceofferings.● 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 proceduresand infrastructure. ● Collaborate with engineering and observability teams to improve telemetry and log collection, addnew dashboards, and create alerts. ● Collaborate with Product Management to shape and prioritize feature requests and bugremediation. ● Collaborate with Incident Manager on the continuous improvement of the incident responseprocess ● Continuously improve our customer support teams ability to identify, resolve or escalate customerincidents by improving the observability and tools available to our customer support teams.

What we expect of you: ● Self-motivated and independent thinker with quick learning skills ● Excellent analytical, problem resolution and decision-making skills ● Bachelor's degree in computer science or related field or equivalent work experience ● 1-5 years of technical customer facing experience ● Experience with IBM AIX or IBM i highly preferred ● Experience with Google Cloud highly preferred ● Experience with system administration support of operations, working knowledge of storagetechnologies and virtualization support ● Ability to partner across teams to achieve a common goal ● Understanding of business processes and ability to translate business requirements intoapplication 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 with skills

Customer Relationship

Personal Evolution

Autonomy

Administrative Work

Technical Expertise

Responsibilities

Lead the entire sales cycle Achieve monthly sales objectives Qualify the customer needs Negotiate and contract Master demos of our software Must Have

Bachelor Degree or Higher Passion for software products Highly creative and autonomous Valid work permit for Belgium Nice to have

Experience in writing online content Additional languages Strong analytical skills What's great in the job?

Great team of smart people, in a friendly and open culture No dumb managers, no stupid tools to use, no rigid working hours No waste of time in enterprise processes, real responsibilities and autonomy Expand your knowledge of various business industries Create content that will help our users on a daily basis Real responsibilities and challenges in a fast evolving company Each employee has a chance to see the impact of his work.You can make a real contribution to the success of the company. Several activities are often organized all over the year, such as weeklysports sessions, team building events, monthly drink, and much more A full-time position Attractive salary package. Trainings

12 days / year, including 6 of your choice. Sport Activity

Play any sport with colleagues, the bill is covered.

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