Support Engineer, IP4G ( IBM Power System For Google Cloud Platform)

Job Summary

Customer Support Engineer

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

  .