Collaborate with the remote technical support team to complete problem escalation and closure: synchronize on-site troubleshooting progress, jointly formulate solutions, verify the technical solutions provided remotely and feedback the execution results.
Work with the team to achieve on-site service KPIs (response time, customer satisfaction, first-time resolution rate), and participate in the construction of the internal technical knowledge base. Write on-site service cases, hardware compatibility manuals, and on-site operation SOPs to share technical experience.
Be responsible for writing test and deployment plans for ZStack private cloud products, conducting on-site tests and optimizations, completing deployment and delivery, and project acceptance. Provide on-site technical training and knowledge transfer to customers, and write operation and maintenance manuals and troubleshooting guides to enhance the capabilities of the customer’s operation and maintenance team.
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