job description
Join Vertiv as a Senior Technical Support Engineer and become a key player in delivering world-class technical solutions to our global clientele. Based in the vibrant hub of Canggu, Bali, you will work in a dynamic environment, resolving complex technical issues, collaborating with cross-functional teams, and driving customer satisfaction. This role offers the opportunity to leverage your expertise in IT infrastructure, troubleshooting, and customer service while enjoying the unique work-life balance that Bali provides.
At Vertiv, we empower our engineers to innovate and excel. You will have access to cutting-edge technologies, continuous learning opportunities, and a supportive team that values your contributions. If you are passionate about technology, problem-solving, and making a tangible impact, this is the role for you.
Responsibility
- Provide advanced technical support to customers, resolving complex hardware and software issues related to Vertiv products.
- Collaborate with sales and field service teams to ensure seamless customer experiences and timely issue resolution.
- Develop and maintain comprehensive knowledge base articles, FAQs, and technical documentation to empower customers and internal teams.
- Conduct in-depth research and analysis to identify root causes of technical issues and propose long-term solutions.
- Monitor and escalate critical customer issues to the appropriate teams while ensuring timely follow-up and resolution.
- Assist in training and mentoring junior support engineers to enhance team capabilities and knowledge sharing.
- Participate in product testing and provide feedback to improve product reliability and user experience.
- Stay updated with industry trends, emerging technologies, and Vertiv product advancements to deliver best-in-class support.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Electrical Engineering, or a related field.
- Minimum of 5 years of experience in technical support, IT infrastructure, or a similar role, preferably in the ICT industry.
- Strong knowledge of networking, server hardware, UPS systems, and data center technologies.
- Proven ability to troubleshoot complex technical issues and provide effective solutions under pressure.
- Excellent communication skills in English, both written and verbal, with the ability to explain technical concepts to non-technical audiences.
- Experience with CRM systems, ticketing tools (e.g., ServiceNow, Zendesk), and remote support software.
- Certifications such as CompTIA A+, Network+, CCNA, or ITIL are a plus.
- Ability to work independently and collaboratively in a fast-paced, global environment.