Senior Engineer, Technical Support
This is a blend position inside System Maintenance organization, to act as a operational leader but also to act in the technical demands.
It will be necessary great organizational and communication skills to align the Brazil operation to the rest of the regions, applying global operational standards and adjusting the local deliverables to the global organization.
The daily routine as team schedule, communication with internal and external stakeholders and procedures will be under the responsibility of this TL.
In the technical piece, the use of technical and communication skills to apply system upgrades in customers with PSP contract will be needed.
Also, negotiation with internal and external customers in strategic actions to coordinate and apply the updates using the proper communication, documentation and processes.
High organizational skills and flexibility (work shift) are mandatory to fit to this position.
Participates and lead conference calls with customers, TSM, sales, Tech Support and other stakeholders.
Maintains proficiency in emerging technologies and drive the team technical development.
Manages the team schedule, define agenda and make the team utilization healthy.
Act as the main bridge between the Manager and the team to address and improve the necessary points to make the team successful.
Interface with TSM to work in the SM service promotion, sharing data and leading initiatives to drive the upgrade service with PSP customers.
Work with low guidance and supervision.
Great communication (oral and written) in Portuguese and English languages.
Significant knowledge of Enterprise products and customer service. Skills on Storage EMC and / or VxRail is very welcome.
Strong leadership and organizational skills.
Education and Experience
8+ years of related experience.
Bachelor’s or Technologist degree.
Industry certifications as Dell, EMC, Microsoft, Linux, Cisco and VMWare all are relevant (not having it does not exclude the candidate from the hiring process)