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Compute Engineer
Zerto
posted 2mon ago
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Key skills for the job
Job Description
- The role requires Compute (Primary) or Storage technology knowledge and business awareness.
- Should be able to engage and collaborate across GSD (GSR, Accounts Team, Field, Supply Chain, and ERT) ensuring that the critical incidents are efficiently driven to the resolution through remote support or a service delivery.
- The role requires to respond and act on case monitoring triggers on critical incidents to ensure that HPE maintains contractual commitments and service level agreements (Call to Repair - CTR, Response, etc.) and monitor the overall customer relationship on critical cases.
- Responsible for ensuring that customer and HPE management are informed on the progress of the case while internally removing any roadblocks in resolving the case and reducing the chances of Business Escalations while managing Customer Experience.
- Identify and contribute to projects to improve product support, customer satisfaction and team efficiency.
- Be aware of and contribute to the improvement of team performance as measured in the team Business Fundamentals Tables (BFT).
- Technical writing skills will be required to publish issue resolution documents
- Communicate effectively with technical and non-technical stakeholders and can drive the conversation/discussion
- Ability to isolate and solve complex technical/business problems and be able to interact with people (customer and internal HP) at all levels and geographies. (own team, members of SC and Product Divisions)
What you need to bring:
- Bachelor s or master s degree preferably in technical studies or equivalent on the job experience
- 2-3 years of experience in service and support industry
- Experience in handling critical customer situations
- Excellent Communication skills
- Good Presentation Skills
- Experience in project/escalation management or in similar roles/businesses is an asset
- Ability to summarize technical content for non-technical executive audience and maintain case documentation quality throughout the case
- Solution domain customer centric mindset
- Awareness of other elements of delivery models (e.g. Supply Chain, Field, ER/ET)
- Maintain case documentation quality throughout the case
- Demonstrates an in-depth understanding of key company Services operational policies, processes, and methodologies applicable to case management and documentation
- Proven ability to identify and implement customer-specific process improvements
- Knowledge of HPE portfolio, organizations, processes and support systems
- Basic level of technical competency across all appropriate technologies
- Fundamental HPE Product and Service Portfolio knowledge
- MS Office (Excel, PowerPoint, Outlook, etc.)
Employment Type: Full Time, Permanent
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