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Customer Support Engineer

Job Description

OVH US is looking for a Customer Engineer to join our Customer Support team. The Customer Engineer is a critical element within the OVH US support infrastructure and is expected to provide a high level of technical support to our customers via the phone, chat, and ticketing system, in a 24/7 environment. In this role, you will take ownership of complex customer issues and will keep our customers (internal & external) updated through every step of the process. The Customer Engineer is expected to be proactive in suggesting alternatives that may better serve a customer’s solutions by avoiding potential hazards. This role will support OVH US Dedicated Servers, Public Cloud, and Private Cloud.

The Customer Engineer will foster customer loyalty by providing support above and beyond customer expectations.

 

Primary Responsibilities include, but are not limited to

  • Receive escalations from Customer Advocates and Customer Specialists
  • Escalate support requests to next level administrators and other support teams according to escalation procedures
  • Own level-appropriate customer requests and issues, seeing them through to resolution
  • Monitoring alerts and urgent issues to ensure we adhere to SLAs
  • Validating and escalating fraud and abuse inquiries/complaints
  • Identify opportunities to improve processes and procedures that can positively impact the customer experience
  • Stay current with changes, updates and trainings
  • Assist team members with higher level inquiries
  • Mentoring of junior team members
  • Work directly with Engine Team to resolve high-level issues and incidents

 

Skills and Qualifications

  • IT degree or 5+ years experience in lieu of
  • Excellent written, oral and communication skills
  • Excellent analytical/problem-solving skills
  • 2+ years experience using a ticketing system/CRM; (Zendesk, PeopleSoft, Bullhorn, etc.)
  • Advanced knowledge of Windows and Linux operating systems
  • 2+ years experience working with Linux and Windows servers administration supporting large-scale computer systems in a Data Center
  • Microsoft (MCSA) and/or Linux (LPIC-1 or LPIC-2) Certifications
  • Extensive Networking knowledge (CCNA, CompTIA Network+)
  • Proficient knowledge working in virtualization environments (Hypervisor)
  • Direct experience with OpenStack, VMware vCenter & vSphere, LAMP Stack
  • Experience working with APIs
  • Knowledge of cPanel & Plesk
  • SQL (MySQL, MariaDB, etc.)
  • Experience with Network monitoring tools (HP OpenView, Intermapper, SolarWinds, etc.)
  • CompTIA Cloud+

 

Desired Technical Skills

  • Zendesk
  • Network Security

 

Conditions

  • Must be able to sit for long periods of time
  • Ability to work a flexible schedule including nights, weekends and holidays
  • A desire to work in a fun, exciting and collaborative environment

 

Company Description

OVH US is a global, hyper-scale cloud provider that offers businesses industry-leading performance and value. Vertically integrated to own its network, server technology and green data centers, OVH US operates more cost effectively and passes these benefits back to customers. Controlling each step in the global solution allows OVH US to provide the best performance, price, security, and customer service in the industry. OVH US is a subsidiary of OVH Group, the largest European hosting provider, with more than one million customers across 138 countries and four continents. Thus, OVH US customers join a global network with 26 data centers, 32 points of presence, and thousands of miles of dark fiber.

 

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