The Role
Serve as Asia regional SME and highest technical escalation for Avocent, Digital Solutions, and Next Connect. Lead troubleshooting and resolution of critical issues, support product introductions and stabilization, develop support processes and knowledge assets, train and mentor regional teams, support strategic customers, prepare technical documentation and analyses, and drive continuous improvement and cross-functional initiatives.
Summary Generated by Built In
Responsibilities
About the Team- 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.
Work Authorization
No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
Equal Opportunity Employer
We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.
Skills Required
- Bachelor's degree in Information Technology, Computer Engineering, Electronics & Communications Engineering, or 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).
- Excellent communication, customer service, presentation, and interpersonal skills.
- Strong analytical, problem-solving, organizational, and time management skills with ability to work independently.
- Legally authorized to work in the United States without sponsorship.
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The Company
What We Do
Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to ensure its customers’ vital applications run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today’s data centers, communication networks and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extends from the cloud to the edge of the network. Headquartered in Columbus, Ohio, USA, Vertiv employs approximately 20,000 people and does business in more than 130 countries. For more information, and for the latest news and content from Vertiv, visit Vertiv.com.
