Senior Technical Support Engineer - ITS
Vertiv Mandaluyong Full-time
Responsibilities
- Serve as the Asia regional Subject Matter Expert (SME) and highest technical escalation point for Avocent, Digital Solutions, and Next Connect products.
- Lead investigation, troubleshooting, and resolution of critical customer and product issues.
- Support product introductions, startup activities, and post-launch stabilization across Asia.
- Partner with Product Management and Engineering to ensure product readiness and supportability.
- Develop and maintain support processes, escalation workflows, troubleshooting guides, and knowledge assets.
- Provide technical guidance, training, and mentoring to regional support teams.
- Support strategic customers through technical workshops, deployment planning, and major incident recovery.
- Prepare technical documentation, reports, and operational analyses to support business decisions.
- Drive continuous improvement initiatives through trend analysis, quality reviews, and process optimization.
- Support team operations, workload coordination, and cross-functional projects as required.
- Bachelor's degree in Information Technology, Computer Engineering, Electronics & Communications Engineering, or a related field.
- 7+ years of IT, software support, technical support, or data center experience.
- 3+ years of experience supporting Avocent products.
- Strong knowledge of networking, data center operations, IT infrastructure, SQL, and web applications.
- Relevant technical certifications (Microsoft, Cisco, or equivalent) preferred.
- Excellent communication, customer service, presentation, and interpersonal skills.
- Strong analytical, problem-solving, organizational, and time management skills with the ability to work independently.
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Role Overview
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