Product Management Senior Analyst (Software Support)

Job Description

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 Overview

Join Vertiv Software and Digital Service Team as a Software Enablement & Support Specialist. Your mission encompasses technical enablement content creation & delivery and to provide exceptional technical support on a global scale. This dynamic role encompasses a spectrum of tasks, from addressing customer inquiries to collaborating with cross-functional teams ensuring seamless operations for our software solution. As a stakeholder of global support, you'll adapt to various time zones and occasionally work overtime to meet customer needs effectively

Responsibilities

Technical Enablement & Delivery

• Develop and maintain technical content, including training materials, FAQs and knowledge base articles
• Conduct technical enablement/product demo/proof of concept sessions on software solution to internal and external stakeholders.
• Promote the adoption of new technologies and features, encouraging users to leverage the capabilities of the products or services
• Keep abreast of the latest advancements in the relevant technical areas, including software, hardware, and industry trends
  
  

Technical Support

• Provide Level 2 technical support on diagnosing and resolving complex issues for customers within SLAs.
• Serve as the primary contact for customers on escalating deployment or support-related issues to the proper channels.
• Collaborate with engineering to replicate reported issues, communicate updates to customers, and ensure timely resolutions.
• Document and report software features enhancement requests to product and engineering team.
• Monitor software mailbox on a regular basis and respond promptly and professionally to customer enquiries and technical problems.
  
  

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

• Think Big and Execute
• Act With Urgency
• Own It
• Drive Continuous Improvement
• Promote Transparent and Open Communication
• Learn and Seek Out Development
• Foster a Customer-First Mindset
• Lead by Example
  
  

About The Team

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.