Customer Support Engineer, IP4G

TL;DR

Customer Support Engineer, IP4G (IBM Power on Google Cloud): Provide expert-level technical support for clients using IBM Power Systems on Google Cloud, troubleshooting complex issues related to hardware, software, and networks. Focus on resolving customer inquiries via phone, email, or chat, collaborating with engineering teams on escalations, and creating knowledge base articles and documentation.

Location: 100% Remote (Virtual Peachtree Corners, GA, USA)

Company

hirify.global offers managed services for enterprise cloud solutions featuring IBM Power Systems on Google Cloud.

What you will do

• Provide expert support for IBM Power Systems on Google Cloud, assisting with configuration, deployment, and management.
• Troubleshoot and resolve complex technical issues related to cloud environments, hardware, software, and networks.
• Respond to customer inquiries via phone, email, or chat, maintaining high satisfaction through effective communication.
• Collaborate with engineering teams to escalate and resolve critical issues.
• Document solutions, create knowledge base articles, user guides, and FAQs.
• Conduct customer training sessions and provide feedback to product development for improvements.

Requirements

• Bachelor's degree in Computer Science, Software Engineering, or related field
• 3-5 years in technical or customer support roles
• Hands-on experience with IBM Power Systems and Google Cloud Platform (GCP)
• Experience in enterprise cloud solutions and infrastructure management
• Proficiency in troubleshooting hardware/software issues, cloud concepts, virtualization, and networking
• Excellent communication, analytical, problem-solving, and organizational skills

Nice to have

• Knowledge of scripting and automation tools (Python, Shell)
• Strong supervisory and leadership skills

Culture & Benefits

• High-paced environment with emphasis on customer satisfaction and professional communication
• Equal employment opportunities without discrimination
• Prolonged desk work with occasional light lifting up to 15 pounds