Senior Customer Support Engineer

Job Summary:

The Senior Customer Support Engineer ensures the stability, integrity, and efficient operation of customer information systems that support core software functions. This is achieved by monitoring, maintaining, supporting, and optimizing customer infrastructure systems and internal development environments. The role requires strong communication, analytical, and problem-solving skills to identify, address, and resolve issues—ultimately maximizing customer success.

Responsibilities

Strategy & Planning

• Collaborate with project implementation teams and Lifecycle Performance Services (LPS) teams to ensure reliable operation of software and systems aligned with business objectives.
• Follow documented processes and proactively perform scheduled tasks, including patching, event management, and alert response.
• Work cross-functionally with software and development teams to troubleshoot and resolve customer system issues.
• Adhere to the ITIL framework for problem management, including detailed root cause analysis.

Operations & Support

• Provide mentorship and guidance to global support teams to enhance customer satisfaction.
• Lead collaborative troubleshooting efforts between customer IT departments and Client LPS teams to resolve issues efficiently using standardized practices.
• Partner with customer program and project managers to fulfill requests and promote IT best practices.
• Design and deploy new development environments both on-premises and in public cloud platforms.
• Provide 24/7 escalation support on a rotating basis for customer system incidents and support tickets.
• Respond to incidents in accordance with internal and customer-defined service level objectives.
• Monitor and manage alerts, configure thresholds, and ensure appropriate response to event records.
• Follow established ITIL-based change management procedures.

Proactive Managed Services

• Apply OS, hardware (iLO/iDRAC), and VMware patches/upgrades as required, including updates to administrative tools and utilities.
• Perform ongoing system performance tuning, resource optimization, and hardware upgrades.
• Maintain and report on data center environmental conditions and power redundancy equipment.
• Evaluate system efficiency and develop strategies for improvement or further leverage.
• Design and implement server and security audits, backup procedures, and disaster recovery processes aligned with business continuity goals.
• Ensure connectivity and availability of all servers and shared applications.
• Create and maintain detailed documentation on system configurations and service changes.
• Monitor and assess system performance; deliver regular performance reports and metrics.

Required Knowledge, Skills, and Abilities:

• Minimum 5 years’ experience in IT support or systems engineering.
• Proficiency in Linux administration (RHEL/OEL/CentOS).
• Experience with OpenShift.
• Solid understanding of systems architecture, security best practices, and infrastructure operations.
• Strong experience with VMware or other virtualization platforms.
• Kubernetes or equivalent container orchestration experience.
• Proficiency with automation tools such as Ansible and Terraform.
• Experience with public cloud services (VMs, networking, storage, containers).
• Deep understanding of network topology, VPNs, and remote access tools.
• Working knowledge of high availability architectures, server/workstation infrastructure, and storage technologies (SAN/NAS).
• Familiarity with Unix command-line interfaces.
• Ability to analyze and support complex customer-server architectures.
• Excellent English communication skills (verbal and written).

Education and Certifications:

• Bachelor’s degree in Computer Science, Software Engineering, or equivalent work experience.
• VMware certification.
• ITIL Foundations certification.

Preferred Qualifications:

• Strong communication skills and ability to collaborate with both technical and non-technical stakeholders.
• Ability to thrive in a fast-paced, dynamic environment.
• Research-driven mindset for systems and product troubleshooting.
• Self-motivated with strong attention to detail.
• Proven ability to prioritize tasks and resolve issues under pressure.
• Customer-focused mindset with a team-oriented approach.
• Excellent interpersonal, organizational, and time management skills.

Physical Requirements:

• Full-time, 40-hour workweek.
• Ability to sit for extended periods.
• Manual dexterity for operating a keyboard, mouse, and other computer components.