Senior Support Engineer Cloud Platform

Precisely - Atlanta, GA

Full-time - Mid Level

Atlanta, GA

1,001-5,000 employees

Administrative and Support Services

About the position

As a Senior Support Engineer - Cloud Platform (OCP) at Precisely, you will be an integral part of the B2Bi Enterprise Support Team, which consists of highly skilled technical support engineers dedicated to providing exceptional support to IBM Sterling B2B Integrator customers. This role is particularly focused on supporting customers who are running business-critical applications on Docker and Kubernetes within cloud platforms, specifically RedHat OpenShift Container Platform (OCP). Your expertise will be crucial as you act as a Subject Matter Expert and Coach for platform-related issues, guiding the B2Bi Support Team in resolving complex inquiries and enhancing operational support excellence for cloud and container platforms. In this position, you will leverage your strong problem-solving skills and technical depth to address customer inquiries effectively. You will be responsible for providing platform expertise on OCP, cloud platform deployment, and administration issues, collaborating closely with the global support team. Your role will also involve training and advising your teammates on cloud platform matters, ensuring that they are equipped with the necessary knowledge to assist customers effectively. Additionally, you will gather and relay customer feedback regarding products deployed on OCP or other container environments, contributing to the continuous improvement of our offerings. Your responsibilities will include delivering world-class technical support through various channels, including phone, email, and remote desktop connections. You will be expected to meet Service Level Agreement (SLA) requirements, keep stakeholders updated in a timely manner, and document critical information accurately. Quick and effective issue resolution will be paramount to ensuring customer satisfaction. You will need to navigate the complexities of enterprise systems to determine the root cause of issues, whether they stem from the product, third-party libraries, user-developed code, or platform libraries. Continuous learning will be a key aspect of your role, as you will be expected to stay updated on new technologies, tools, and systems, sharing your knowledge with the team. You will also create comprehensive internal and external Knowledge Base documentation for both customers and team members, and you will be responsible for building, maintaining, and administering internal OCP test systems for support purposes. Other duties may be assigned as needed, making this a dynamic and engaging position within the company.

Responsibilities

• Provide platform expertise for OCP / Cloud Platform / Deployment / Administration issues, collaborating with the global support team.
• Provide training and advice on cloud platform to teammates and assist with customer inquiries by sharing OCP expert knowledge.
• Collect and provide customer feedback regarding products deployed on OCP or other container environments.
• Deliver world-class technical support over the phone, email, and remote desktop connections, meeting SLA requirements and documenting critical information.
• Address and resolve issues quickly and effectively to ensure customer satisfaction.
• Understand the complexities of enterprise systems to determine the cause of issues across various components.
• Continuously learn new technology, tools, and systems, sharing knowledge within the team.
• Create comprehensive internal and external Knowledge Base documentation for customers and team members.
• Build, maintain, and administer internal OCP test systems for support.

Requirements

• At least 5 years' experience in managing and supporting Cloud Platforms.
• Deep understanding of deploying and maintaining Kubernetes clusters.
• Advanced proficiency in Helm.
• Experience working with Kubernetes and OpenShift.
• Good knowledge of modern frameworks associated technologies and development tools.
• Experience working with large, scalable, secure, and fault-tolerant systems.
• Experience in deploying, automating, maintaining, and managing non-production & production environments with a strong focus on infrastructure.
• Experience in handling and solving system outages.
• Good understanding of AWS and automation concepts, practices, and procedures.
• Good understanding of infrastructure, networking, and services within AWS.
• Basic knowledge in Customer Service.
• BS degree in Computer Science, Computer Engineering or equivalent field/practical experience.
• OCP certified or any Kubernetes certification.
• Fluency in English.

Nice-to-haves

• Experience working in a Support position.
• Knowledge of any other language besides English is a plus.
• Existing knowledge of IBM Sterling B2B Integrator.
• AWS certification is desirable.