*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 code-level resolutions for complex product bugs, assist engineers to drive bugs to resolution.
perform community management tasks as needed by the business.
- take cases involving customer-specific requirements on architectural design, provide solutions limited to a particular product (or a subset of product features).
- provide high-touch assistance to highest tier customers, build in-depth 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 *problem-solving skills*.
tipo de puesto: tiempo completo
salario: $31,000.00 - $80,000.00 al mes
horario:
- turno de 8 horas
prestaciones:
- días por enfermedad
- programa de referidos
- seguro de gastos médicos mayores
- seguro de vida
- vacaciones adicionales o permisos con goce de sueldo
- vales de despensa
idioma:
- inglés (obligatorio)
licencia/certificación:
- sistemas computacionales o equivalente (obligatorio)
lugar de trabajo: remoto híbrido en 64650, monterrey, n. L.