Senior Cloud Support Engineer

hace 5 días

Santander, Cantabria, España Ingram Micro A tiempo completo

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, we have established a robust cloud commerce platform that enables companies to rapidly increase their level of success in the cloud marketplace by building, scaling, and monetizing services.

We are seeking a Senior Support Engineer focused on supporting our CloudBlue customers. Ingram Micro's Technical Support team resolves issues that impact the customer's business, reported directly by customers or indirectly by other CloudBlue functions (e.g. Managed Services, TAMs, Sales).

Key Responsibilities:
  1. Provide expert technical guidance and support to customers on product functionality and configuration.
  2. Investigate and troubleshoot technical issues reported by customers, identifying solutions and root causes.
  3. Collaborate with cross-functional teams (e.g. developers, account managers, product team) to resolve reported issues.
  4. Manage workload and provide timely and accurate information and status updates to customers in accordance with Service Level Agreements (SLAs).
  5. Ensure proper logging and status update/closure of all processed tickets in the ticket tracker.
  6. Document research steps and solutions implemented in the form of technical notes and knowledge base articles.
  7. Stay up-to-date with products, related products, and technologies, and supporting processes through training and self-learning.
Requirements:
  1. Strong technical expertise in cloud-based solutions and technologies.
  2. Excellent problem-solving and analytical skills.
  3. Effective communication and collaboration skills.
  4. Ability to work in a fast-paced environment and prioritize tasks efficiently.
  5. Strong attention to detail and organizational skills.

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