Customer Support Engineer, IP4G

2 weeks ago

Hyderabad, Telangana, India Navsan Full time ₹ 6,00,000 - ₹ 18,00,000 per year

Job Summary

As a Customer Support Engineer, you will play a critical role in delivering top-notch technical support for our enterprise cloud solutions. You will be the primary point of contact for clients experiencing technical issues, ensuring timely resolutions and driving customer satisfaction. Your expertise in IBM Power Systems and the Google Cloud Platform (GCP) will be central to diagnosing problems, guiding customers, and resolving complex challenges.

Key Responsibilities

  • Provide expert-level support for IBM Power Systems on Google Cloud.
  • Troubleshoot and resolve complex technical issues related to enterprise cloud solutions.
  • Assist customers with configuration, deployment, and management of their cloud environments.
  • Serve as the primary point of contact for customer inquiries.
  • Handle customer requests via phone, email, and chat in a professional and timely manner.
  • Maintain high levels of customer satisfaction through clear communication and problem-solving.
  • Diagnose and resolve issues related to hardware, software, and networking.
  • Collaborate with internal engineering teams to escalate and resolve critical problems.
  • Participate in an on-call rotation with the Platform Operations team.
  • Document solutions and develop knowledge base articles for recurring issues.
  • Provide feedback to the product development team based on customer insights.
  • Suggest and implement process improvements to enhance support efficiency.
  • Stay updated on advancements in IBM Power Systems and Google Cloud technologies.
  • Conduct customer training sessions on cloud solutions.
  • Create and maintain technical documentation, including user guides and FAQs.
  • Perform additional duties as assigned.

Required Skills & Competencies

  • Excellent verbal and written communication skills.
  • Strong analytical, problem-solving, and critical thinking abilities.
  • Proven ability to manage customer expectations and deliver exceptional service.
  • Strong organizational and time management skills with the ability to meet deadlines.
  • Ability to perform in high-paced and sometimes stressful environments.
  • Proficiency with Microsoft Office Suite (or equivalent tools).
  • Strong understanding of cloud computing concepts and architectures.
  • Familiarity with virtualization technologies and networking fundamentals.
  • Proficiency in hardware and software troubleshooting.
  • Knowledge of scripting and automation tools (e.g., Python, Shell scripting) preferred.
  • Leadership and team collaboration skills.

Education & Experience

  • Bachelors degree in Computer Science, Software Engineering, or a related field.
  • 3-6 years of experience in technical or customer support roles.
  • Hands-on experience with IBM Power Systems and Google Cloud Platform (GCP).
  • Background in enterprise cloud solutions and infrastructure management.

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