Descripción del puesto

1. Responsible for technical support for customer issues, including technical exchanges, fault location and boundary setting, drill plan output, and other technical assurance tasks.
2. Collaborate fully with multiple teams within the company, including product, pre-sales, and operations, to provide enterprise-level support plan special rights based on customer satisfaction and business stability, and output best practices. Proactively improve and plan special services to address customer pain points.
3. Execute fault troubleshooting for products such as network, computing, storage, and databases in various scenarios, and maintain good communication with customers regarding solutions.
4. Ensure the customer's cloud consumption volume, and in the event of timely identification of risks of declining consumption volume, work with team members to issue warnings and handle the situation.

Requisitos

1. Possesses excellent communication skills, effectively communicates service plans and usability risks with clients, can quickly handle customer complaints and gain their support and recognition, and is capable of interfacing and communicating with senior client management.
2. Preference will be given to candidates with experience in large-scale projects and the ability to drive the implementation of cross-departmental complex projects.
3. Demonstrates a strong sense of responsibility, effectively practices customer-first principles in daily service processes, and achieves success for clients.
4. Exhibits strong stress resistance and execution capabilities, and is willing to accept a certain frequency of business travel.
5. Familiar with general IT technologies, such as operating systems, databases, major software vendors (e.g., Microsoft, Oracle, SAP, IBM) middleware products, or IT infrastructure components (e.g., DNS, LDAP/AD, etc.).
6. Preference will be given to candidates with practical experience in software development and knowledge of data center/infrastructure/network technologies.
7. Fluent in English and Spanish, with a preference for Chinese or Portuguese as additional languages.
8. Proficient in cloud product knowledge, with 3 or more years of relevant technical work experience. Preference will be given to those with cloud computing project experience or 3 or more years of customer service experience.
9. Holds at least one cloud technology certification (e.g., Huawei Cloud, Azure, AWS, GCP, etc.).
10. Preference will be given to candidates with experience in cloud vendor roles such as AWS, Azure, and similar positions.

Beneficios