Cloud Tech Support Engineer - Monterrey, México - U hi

U hi

Empresa verificada

Monterrey, México

hace 1 semana

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Cloud Tech Support Engineer - Infra

Location:
Monterrey, N.L.

Short Description:

Roles and Responsibilities:

Maintain response and resolution speed as defined by SLOs;
Keep high customer satisfaction scores and follow quality standards in 90% of cases.
Assist and respond consults from other Technical Support Representatives through existing systems and tools.
Use existing troubleshooting tools and techniques to establish root cause for queries and provide a customer facing root cause assessment.
Perform internal classification queries documenting classes of problems and preventative actions for further retroactive analysis.
Understand business impact of customer issue report and follow internal issue prioritization guidelines, provide justification on priority for a given single customer report.
Reactively file issue reports to Product Engineering team, build documentation, procedures, document desired behavior and/or steps to reproduce, and suggested codelevel resolutions for complex product bugs, assist engineers to drive bugs to resolution. Perform community management tasks as needed by the business.
Take cases involving customerspecific requirements on architectural design, provide solutions limited to a particular product (or a subset of product features).
Provide hightouch assistance to highest Tier customers, build indepth understanding of most pressing customer issues and act as an advocate for such issues with Product Engineers and Program Managers.)
Adhere to project timelines and create release deliverables.
Participate in debugging design/code issues and identify the root cause.

Skills /Competencies:

Essential:

Degree in IT / Computer Science / related discipline with
6+ years of experience in IT industry as a
Support Engineer with
Infrastructure experience.
Experience in enterprise level
Product Support experience.
Knowledge on Infrastructure services in
GCP IaaS Services & GCP Products or
related cloud platforms.
Experience in Troubleshooting and supporting GCP Infrastructure services
GCP
Compute, Kubernetes Engine and other Infra components and other environment builds:
Object Oriented JavaScript and related frame works,
Type Script,
HTML5,
CSS Frameworks.
Basic Experience in Any
standard webserver and
related framework:
+3 years of Basic Experience in supporting
RESTFULL Web API's using
Java and Python core framework.
Experience in
Unix/Linux platform,
command line and
shell scripting:
Good Understanding and cording experience in
Algorithms &
Data Structures:
Should have understanding of
System Design /
scaling:
Should have experience in
testing Applications:
Should have understanding on
Networking Protocols and
trouble shooting

Preferred:

Familiarity with
GCP IaaS Services & GCP Products:
Work experience of other Cloud services such as AWS, Azure, IBM Soft layer, Rackspace, Private Clouds

-
Google Cloud certification (
GCP) is preferred

Additional Skills:

Excellent
customer interfacing skills.
Excellent
written and
verbal communication skills
Strong attention to detail and outstanding
analytical and
Problemsolving skills.