Technical Support Professional, Product Support with Cloud experience

Job Description

Title : Technical Support Professional, Product Support with Cloud experience (AWS/Azure/GCP/OCI, Support and maintain customers who have implemented the Apptio SaaS solution, resolving customer issues in a timely fashion. Operational management of clients (e.g. helping loading new data, maintaining and validating dashboard/report outputs, etc) Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction. Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations. Use your business and technical analysis skills and knowledge of IT environments to solve complex issues and promote best practices. Collaborate with other departments in the company to achieve customer satisfaction. Required education Bachelor's Degree Preferred education Bachelor's Degree Required technical and professional expertise 5+ years of experience. Knowledge and application of relational database concepts. Experience with Cloud computing (AWS/Azure/GCP) Specific knowledge and application of IT services and financial management including budgeting cost allocations, capital & operating expense handling, program portfolio management, and application / infrastructure support. Strong analytical and problem solving skills. Strong skills in data analysis/manipulation. Ability to quickly comprehend complex spreadsheets/data in order to streamline the underlying processes into the Apptio solution; versed in formulaic logic (e.g. Excel). Self-starter – able to come up to speed on complex, difficult concepts with minimal assistance. Ability to quickly context-switch between multiple complex work streams. Instinctive ability to subdivide problems into basic components in order to efficiently pinpoint root cause of issues. Client-focused attitude — a customer advocate. Team player with solid communication and presentation skills. Skilled at working with large data sets in Excel, quickly detecting and resolving data-related issues Preferred technical and professional experience Basic programming skills and web development understanding, e.g. JAVAScript, HTML, CSS, SQL, Python Knowledge of ticketing tools like Salesforce, JIRA Knowledge of tools like Splunk, Grafana.