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About us: Ingram Micro, a leading technology distributor, is the parent company of CloudBlue, a cloud commerce engine with a proven hyperscale digital platform. Our platform powers 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 other software companies, we have established a strong presence in the cloud marketplace. Our CloudBlue commerce platform enables companies to rapidly increase their level of success in the cloud marketplace by building, scaling, and monetizing services. With expertise in SaaS, IaaS, IoT, security, and XaaS technologies, we invite visionaries to contribute to our team and make a difference in this fast-growing industry.
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). The responsibilities of this role include:
- Answering how-to questions and recommending best practices related to product functionality and configuration.
- Investigating technical issues reported by customers, troubleshooting, and identifying solutions and root causes.
- Resolving issues by applying the correct procedures and documentation.
- Collaborating with other teams (e.g. developers, account managers, product team) to successfully resolve reported issues.
- Managing own time and workload and providing prompt and accurate information and status updates to customers in accordance with SLAs.
- Ensuring proper logging and status update/closure of all processed tickets in the ticket tracker.
- Documenting research steps and solutions implemented in the form of technical notes and knowledge base articles.
- Complying with defined standards and measures for quality and customer satisfaction requirements.
- Maintaining up-to-date knowledge of products, related products, and technologies, and supporting processes by attending training and self-learning.
This role requires a strong understanding of cloud technologies and a passion for delivering exceptional customer support. If you are a motivated and detail-oriented individual with excellent communication skills, we encourage you to apply for this exciting opportunity.
