Cloud Technical Support Engineer II

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Arrow Electronics (NYSE: ARW) is a global provider of products, services and solutions to industrial and commercial users of electronic components and enterprise computing solutions. Arrow serves as a supply channel partner for over 100,000 original equipment manufacturers, contract manufacturers and commercial customers through a global network of more than 460 locations serving over 85 countries. A Fortune 150 company with over 21,000 employees worldwide, Arrow brings technology solutions to a breadth of markets, including telecommunications, information systems, transportation, medical, industrial and consumer electronics. Arrow provides specialized services and expertise across the product life cycle. Arrow Enterprise Computing Solutions (ECS), a division of Arrow Electronics, provides partner customers with digital solutions.

CloudHealth customers drive their cloud operations with decisions based on CloudHealth data. When that data is missing or in question, they are unable to move forward with their critical business workflows. As a CloudHealth Technical Support Engineer, your primary mission is to ensure customers are unblocked in their ability to consume CloudHealth data. In the process, you must also enroll and enable customers in understanding how data flows through to them and help them optimize their use of features in the platform.

The successful candidate will marry the ability to solve complex customer support issues with outstanding customer service. Ideally, the successful candidate will possess a strong technical background with experience in supporting cloud computing products, services, and solutions.

PRINCIPAL ACCOUNTABILITIES

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

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• Excellent organizational and time management skills with the ability to work remotely

PREFERRED SKILLS

• 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