Overview

We are seeking individuals with passion for technology to provide complex support services of our SaaS solutions. Reporting to the Manager of Technical Support, this individual will work closely with customers and Customer Success Managers to provide break-fix support, operational maintenance, and premium support services. This role is part of IBM Cloudability's global 24/7 support team, dedicated to delivering world-class support and driving customer success.

Responsibilities

• Support and maintain customers who have implemented the IBM Cloudability SaaS solution, resolving customer issues in a timely fashion.
• Operational management of clients (e.g., loading new data, maintaining and validating dashboard/report outputs).
• Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction.
• Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations.
• Use business and technical analysis skills and knowledge of IT environments to solve complex issues and promote best practices.
• Collaborate with other departments in the company to achieve customer satisfaction.

Basic Qualifications

• 3+ years of technical support, system implementation/administration experience
• 4 year degree in engineering, computer science, MIS, finance or equivalent preferred
• Basic programming skills, e.g. HTML, SQL

Preferred Qualifications

• Knowledge and application of Cloud Service Providers
• Skilled at working with Databricks
• Experience with Cost Allocations and Optimizations
• API experience

Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting