Position: Customer Support Engineer - IBM Power for Google Cloud

Location: Remote

Work Model:
· Remote
· Monday to Friday 09:00 am to 06:00 pm

We are offering:

● Pay rate: $70K MXN Monthly
● Direct Hiring
● Law Benefits
● Enhaced Employee Benefits
● Advanced English

Requirements:
· Bachelor’s degree in computer science or related field or equivalent work experience
· 1–5 years of technical customer-facing experience
· 1-5 years of Experience en IBM PowerVC
· Experience with Google Cloud
· Experience with IBM AIX or IBM highly preferred
· Experience with Google Cloud highly preferred
· Experience with system administration support of operations, working knowledge of storage technologies and virtualization support
· Ability to partner across teams to achieve a common goal
· Self-motivated and independent thinker with quick learning skills
· Excellent analytical, problem resolution and decision-making skills
· Understanding of business processes and ability to translate business requirements into application 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 skills

Key Responsabilities:
● Successfully manage technical support requests from our IBM Power for Google Cloud customers that need assistance with performance and/or troubleshooting
● Troubleshoot production issues spanning various levels of the technology stack and engage appropriate engineering teams as required




● Understanding customer’s needs and business pain points to deliver outstanding support and maintain high customer satisfaction
● Collaborate with internal engineering teams and Google to address customer incidents and support requests associated with IBM Power for Google Cloud
● Provide Root Cause Analysis and possible solution improvements that enable effective troubleshooting 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 technical team that supports IBM Power for Google Cloud and adjacent Google Cloud Marketplace offerings
● 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 procedures and infrastructure
● Collaborate with engineering and observability teams to improve telemetry and log collection, add new dashboards, and create alerts
● Collaborate with Product Management to shape and prioritize feature requests and bug remediation
● Collaboration with Incident Manager on the continuous improvement of the incident response process
● Continuously improve our customer support teams’ ability to identify, resolve or escalate customer incidents by improving the observability and tools available to our customer support teams

Contact Details: [email protected]

This is a high-visibility opportunity where your expertise will directly impact our Customer’s engineering user experiences.

📌 Customer Support Engineer - IBM Power for Google Cloud (Heroica Puebla de Zaragoza)
🏢 CRH Talento de IT
📍 Heroica Puebla de Zaragoza