Cloud Technical Support Engineer II

Position:Cloud Technical Support Engineer IIJob Description:Arrow Electronics (NYSE: ARW) is a global provider of products, services and solutions to industrial and commercial users of electronic components and enterprise computing solutions. Arrow serves as a supply channel partner for over 100,000 original equipment manufacturers, contract manufacturers and commercial customers through a global network of more than 460 locations serving over 85 countries. A Fortune 150 company with over 21,000 employees worldwide, Arrow brings technology solutions to a breadth of markets, including telecommunications, information systems, transportation, medical, industrial and consumer electronics. Arrow provides specialized services and expertise across the product life cycle. Arrow Enterprise Computing Solutions (ECS), a division of Arrow Electronics, provides partner customers with digital solutions.CloudHealth customers drive their cloud operations with decisions based on CloudHealth data. When that data is missing or in question, they are unable to move forward with their critical business workflows. As a CloudHealth Technical Support Engineer, your primary mission is to ensure customers are unblocked in their ability to consume CloudHealth data. In the process, you must also enroll and enable customers in understanding how data flows through to them and help them optimize their use of features in the platform.The successful candidate will marry the ability to solve complex customer support issues with outstanding customer service. Ideally, the successful candidate will possess a strong technical background with experience in supporting cloud computing products, services, and solutions.PRINCIPAL ACCOUNTABILITIESResponsible for solving complex Finops data issues presented by customers of our industry-leading cloud cost management SaaS solution.Triage, troubleshoot, escalate, and resolve customer support ticketsEnsure timeliness and quality of resolution and positive customer satisfactionEffectively communicate customer feedback and feature requirements to Engineering and Product ManagementContribute knowledge base articlesRotate into weekend coverage according to scheduleIncident management: support timely communication and resolution of platform issuesStay current on all CloudHealth features, industry trends and relevant technologyDevelop product domain expertise to serve as a trusted technical advisor to customersREQUIREMENTSBachelor of Science, Computer Science preferred, or equivalent certification6+ years of providing technical support for enterprise customersDemonstrated problem-solving and critical thinking abilityStrong written and oral communication and interpersonal skillsAbility to explain complex solutionsExcellent organizational and time management skills with the ability to work remotelyPREFERRED SKILLSPrevious experience supporting SaaS applicationsFinops reporting and analyticsPublic cloud infrastructure and componentsAmazon Web Services (AWS)Google ComputeMicrosoft AzureAgile Methodologies – Scrum, KanbanExperience working with global team projects and operationsLocation:IN-KA-Bangalore, India-RemoteTime Type:Full timeJob Category:Engineering and TechnologyOriginally posted on Himalayas