Senior Cloud Hardware Technical Support Engineer

About the position

Jabil is seeking a Senior Cloud Hardware Technical Support Engineer who will directly contribute to the transformative growth within our Cloud and Enterprise Infrastructure division by supporting Jabil Cloud Remote Technical Support team reporting to the Cloud Sr. Engineering Services Manager. The ability to work across cultural boundaries and to collaborate with other teams are key skills required for this role. The position requires working in a 24/7 operation and will require someone who is pro-active and communicates effectively. The ideal candidate will be a proven team player and capable professionalism with a history of collaborating with clients to triage issues, determine solutions, and ensuring an overall excellent customer experience. Must have the ability to drive trouble resolution of multi-severity level data center infrastructure related problems and expertise in implementing solutions to resolve these hardware anomalies. You will also be responsible for interfacing with customers, 3rd-party contractors, and Jabil product engineering teams to ensure your deliverables meet the optimal responsiveness expected by our customers. The expectation for this position is to drive excellence in operations. Candidate should possess good presentation and communications capabilities.

Responsibilities

• Case load balance, need for escalations, and requests for assistance for engineering support
• Train Level 1 thru 2 Support Technicians and/or 3rd-Party contractors, as needed
• Set up simulated environments to reproduce issues and test potential workarounds
• Log product defects for submittal to Engineering for product upgrade/integration

Requirements

• Bachelor's degree in CS, CE, EE or related fields.
• Overall 8+ years of experience in advanced technical positions (technical support, development, solution engineering, solution architect) working with data center compute, storage, and networking infrastructure environments, including previous management and/or supervisory experience.
• Experience with ticketing system and technical support processes for case handling
• Experience in a research and development and/or manufacturing environment and/or laboratory experience a plus