Job Family Summary
• Serves as a single point of contact for technical consultation, for a designated customer base
• Provides consulting service to customers, developing technical, tactical and strategic plans, related to systems definition and feasibility determination
• Proposes and implements system enhancements, assessing the compatibility and integration of products/services proposed to ensure an integrated architecture across interdependent technologies
• Provides escalation coverage for dedicated customer base
• Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed
Career Level Summary
Requires working knowledge and experience in own job discipline and broadens capabilities Continues to build knowledge of the company, processes and customers Performs a range of assignments related to job discipline Uses prescribed guidelines or processes in analyzing situationsReceives a moderate level of guidance and directionKey Responsibilities
Responsible for collaboration with implementation teams with your assigned customers new builds Responsible for customer technical documentation: environment runbooks; AMGs and DMGs; architecture diagrams; post sales high level design as part of implementation processResponsible for participation and collaboration with CSMs at; ASRs; QBRs; MSRs; creation and implementation of churn mitigation strategies; implementation calls for assigned customersInformed on all technical support activities for assigned customers, including maintenance planning/execution, disaster recovery testing, security and compliance auditing, Responsible for operational health activities: capacity management, performance review, operational review, risk identification and remediation, assistance with technical migrations and customer environment documentation Customer Success Engineer II Global Job Code: Other Incidental tasks related to the job, as necessary. May lead technical projects with manageable risk, that improve customer experience P1 technical support including 24 x 7 on call as required Experience
6 + years of experience in VMWare and Windows / Linux, virtualization & cloud technologies like VMWareBasic understanding of different infrastructure components like Firewall, Load Balancer, SAN,NAS, Backup Customer centric thinkingMulti-vendor breadth knowledge Experience handling multiple tasks/projectsExperience working directly with key customer stakeholdersRelevant hosting experience in Private CloudWorking in a managed services environment Additional
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