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hace 2 meses
About Ingram Micro: As a leading technology distributor, Ingram Micro is the only cloud commerce engine with a proven hyperscale digital platform, powering the world's largest service provider marketplaces, totaling more than 30 million seats globally. With $500 million in investments, including the acquisitions of Odin, Ensim, and four other software companies, our CloudBlue commerce platform enables companies to rapidly increase their level of success in the cloud marketplace by building, scaling, and monetizing services. With proven competency in SaaS, IaaS, IoT, security, and XaaS technologies, we invite visionaries to join our team and make a difference in this fast-growing industry.
About the Role: We are seeking a Senior Support Engineer focused on supporting our CloudBlue customers. CloudBlue Technical Support resolves issues that impact the customer's business, reported directly by customers or indirectly by other CloudBlue functions (e.g. Managed Services, TAMs, Sales).
Responsibilities:
- Answer how-to questions and recommend best practices related to product functionality and configuration;
- Investigate technical issues reported by customers, troubleshoot, and identify solutions and root causes;
- Resolve issues by applying the correct procedures and documentation;
- Collaborate with other teams (e.g. developers, account managers, product team) to successfully resolve reported issues;
- Manage own time and workload and provide prompt and accurate information and status updates to customers in accordance with SLA's;
- Ensure proper logging and status update/closure of all processed tickets in the ticket tracker;
- Document research steps and solutions implemented in the form of technical notes and knowledge base articles;
- Comply with defined standards and measures for quality and customer satisfaction requirements;
- Maintain up-to-date knowledge of products, related products, and technologies, and supporting processes by attending training and self-learning.
