Senior Technical Support Specialist

September 19

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Arrow Electronics

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Value-added distribution • global supply chain management • marketing and business development support services • emerging technology solutions • IT asset disposition and value recovery

10,000+

Description

• Responsible for solving complex finops data issues presented by customers of our industry-leading cloud cost management SaaS solution. • Triage, troubleshoot, escalate, and resolve customer support tickets • Ensure timeliness and quality of resolution and positive customer satisfaction • Effectively communicate customer feedback and feature requirements to Engineering and Product Management • Contribute knowledge base articles • Rotate into weekend coverage according to schedule • Incident management: support timely communication and resolution of platform issues • Stay current on all CloudHealth features, industry trends and relevant technology • Develop product domain expertise to serve as a trusted technical advisor to customers

Requirements

• Bachelor of Science, Computer Science preferred, or equivalent certification • 6+ years of providing technical support for enterprise customers • Demonstrated problem-solving and critical thinking ability • Strong written and oral communication and interpersonal skills • Ability to explain complex solutions • Excellent organizational and time management skills with the ability to work remotely • Previous experience supporting SaaS applications • Finops reporting and analytics • Public cloud infrastructure and components • Amazon Web Services (AWS) • Google Compute • Microsoft Azure • Agile Methodologies – Scrum, Kanban • Experience working with global team projects and operations