Service Technical Support VI

Join a High-Performance Culture That Drives Innovation and Excellence At Vertiv , we don’t just hire talent—we cultivate leaders who drive innovation and engage teams to push the limits of what’s possible. As a global leader in critical digital infrastructure , we are scaling up to meet the demands of AI, data centers, and next-gen technology —and we need bold, high-performing individuals like YOU to take us to the next level. Why Vertiv? High-Performance Culture: We empower you to think big, execute with excellence, and deliver impact . Our performance-driven mindset rewards those who challenge the status quo and drive meaningful change. Over 50 CEO Awards are given annually to recognize top talent moving the needle forward. Leadership Without Limits: Leadership at Vertiv goes beyond just titles—it’s about accountability, trust, and ownership . Our leaders engage and drive with collaboration, innovation, and customer-centric thinking , setting the foundation for an action-focused culture . Limitless Growth & Learning: We believe in continuous development. Whether through rotational programs or high-impact projects , you’ll have the opportunity to expand your expertise and grow your career . A Place for Everyone: Our commitment to inclusion ensures that all employee’s unique strengths and perspectives are valued. Your voice matters, your growth is prioritized, and your success is celebrated. POSITION SUMMARY The Technical Support Engineer works to resolve customer issues, assist Sales and Field Agents, maintain knowledge content, conduct research, proactively share information, position workarounds, and collaborate with the Technical Support team to handle customer escalations. This position is responsible for diagnosing and troubleshooting product software and hardware incidents reported by customers and/or field personnel. RESPONSIBILITIES Triage, troubleshoot, and resolve customer issues. Communicate to customers through the phone and digital medium to speed issue resolution. Assist Sales/Field Agents on technical issues relating to Vertiv product. Generate and maintain knowledge content on the Knowledge Management System following the Knowledge Centered Support guidelines. Research technologies online in search engines, Vendor sites, User forums as well as the knowledge management system. Proactively shares information with customers to help avoid potential future issues. Position workarounds with customers in a manner that helps them understand why the workaround is viable and helps achieve the desired business outcome. Collaborate with subject matter experts to assist with the escalation process. Ability to convey details about all Vertiv product offerings to their peers on the customer side. QUALIFICATIONS Bachelor’s degree in information technology, computer science, computer engineering, electronics engineering or related technical field (or equivalent combination of education and experience.) 1 year of Customer Service Experience Strong organizational skills with the ability to handle multiple tasks concurrently. Strong computer skills, including working knowledge of MS Office Suite. Highly detail-oriented with a critical degree of accuracy regarding problem-solving and analytical skills. Excellent time management and problem-solving skills Strong verbal and written communication skills. Strong presentation skills. PREFERRED QUALIFICATIONS Basic Technical Knowledge on IT/Networking Equipment and Software General Functional Knowledge in one or more of the following areas is desired; Oracle CRM, Smartsheet, and SharePoint. PHYSICAL & ENVIRONMENTAL DEMANDS Standard office environment. TIME TRAVEL REQUIRED Ability to support limited business travel The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.  OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion. OUR STRATEGIC PRIORITIES Customer Focus Operational Excellence High-Performance Culture Innovation Financial Strength OUR BEHAVIORS Own It Act With Urgency Foster a Customer-First Mindset Think Big and Execute Lead by Example Drive Continuous Improvement Learn and Seek Out Development