Indigo Remote Technical Expert

Indigo Remote Technical Expert **Description -** **Job Summary** • This role is responsible for effectively resolving moderate to complex technical issues encompassing hardware and software across internal and external businesses and end users as well as engaging as a trusted consultant for planning innovative solutions. The role leads representative activities, collaborates to prevent/ mitigate issues, architects and integrates solutions, and contributes to cross-functional projects. The role applies advanced expertise, exercises independent judgment, and fosters relationships while mentoring lower-level employees. **Responsibilities** •Product Expert (PE) support resource for Remote Support Engineers, providing real time case troubleshooting •Interface with other teams to reduce silos: Focal Point to Field Service Engineers, Regional Specialists, Tech Group and GBU. •Assist in preparation and presentation of training and tech debriefs oKnowledge gap identification oCoaching – 1:1 and team • Proficient in Excel and PowerPoint – reporting, project management, and data analysis skills • Resolves moderate to complex technical problems effectively, encompassing hardware and software encountered through interactions with internal and external businesses, as well as end users, utilizing proactive notification systems. • Sets a strategic compass for the services organization, aligning it with customer needs and coordinating closely with various counterparts. • Acts as a trusted consultant, engaging with stakeholders to strategically plan, coordinate, and architect innovative solutions. • Leads and represents the organization through activities such as customer visits, participation in industry conferences/trade shows, and vendor meetings. • Collaborates with internal or external businesses and end users to prevent or minimize issue occurrences, while also evaluating and resolving complex business challenges. • Architects, deploys, manages, and integrates solutions within specific environments, while also engaging in architecture and design reviews to enhance product quality through insights. • Collaborates cross-functionally for efficient project delivery, enhancing troubleshooting efficiency and user experience, thereby driving successful outcomes. • Supports initiatives aimed at amplifying business opportunities through innovative technologies, positioning the organization at the forefront of industry evolution. • Applies advanced subject matter knowledge, leads, and contributes to complex projects, and exercises independent judgment in resolving business issues and establishing policies. • Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees. **Education & Experience Recommended** • Four-year or Graduate Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence. • Typically has 7-10 years of work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field. **Preferred Certifications** • ITIL Certifications **Knowledge & Skills** • Amazon Web Services • Automation • Computer Science • Customer Relationship Management • Customer Support • Debugging • Java (Programming Language) • Linux • Operating Systems • Product Support • Python (Programming Language) • Root Cause Analysis • Scripting • Software As A Service (SaaS) • SQL (Programming Language) • TCP/IP • Technical Services • Technical Support • Unix • Workflow Management **Cross-Org Skills** • Effective Communication • Results Orientation • Learning Agility • Digital Fluency • Customer Centricity **Impact & Scope** • Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. **Complexity** • Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. **Discl…