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Customer Support Engineer, IP4G - 100% Remote!

Remote in Peachtree Corners, GA, US • Posted 2 hours ago • Updated 2 hours ago

Full Time

On-site

Fitment

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Job Details

Skills

Managed Services
Intellectual Property
IP
4G
FLSA
Customer Satisfaction
Effective Communication
Network
Collaboration
Knowledge Base
Product Development
Training
Technical Writing
User Guides
Communication
Critical Thinking
Sales
Customer Service
Organizational Skills
Attention To Detail
Analytical Skill
Problem Solving
Conflict Resolution
Supervision
Leadership
Microsoft Office
Computer Hardware
Virtualization
Computer Networking
Scripting
Python
Shell Scripting
Computer Science
Software Engineering
Technical Support
Customer Support
IBM
Google Cloud Platform
Google Cloud
Cloud Computing
Management

Summary

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 (Google Cloud Platform).
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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10351101
Position Id: 2497
Posted 2 hours ago

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