IBM Cloud Platform Support Engineer - OIM

Introduction

We are seeking a skilled and customer-focused Cloud SaaS Platform Support Engineer to provide technical support for our cloud-based software-as-a-service (SaaS) platform. You will play a critical role in ensuring the reliability, performance, and availability of our cloud services by troubleshooting and resolving complex technical issues, collaborating with cross-functional teams, and helping customers achieve success with our platform.

You will collaborate with Platform Engineering, Development and security teams to integrate automation workflows, monitor system performance, and proactively resolve incidents, all while maintaining compliance with IBM standards.

The successful candidate will have a strong background in cloud computing, scripting, virtualization and OpenShift container platform. You should possess hands-on experience with automation frameworks, an understanding of cloud-native architectures, and the ability to troubleshoot complex systems. 5+ years of relevant experience is preferred. Strong problem-solving skills, attention to detail, and the ability to work in a fast-paced environment are essential. Join us to drive innovation and efficiency in our cloud ecosystem, contributing to cutting-edge solutions that power our business.

Your Role And Responsibilities

• Provide Tier 2/Tier 3 support (24/5- including night shifts) for customer-reported issues related to our cloud SaaS platform.
• Monitor systems and applications during the night shift and respond to alerts or incidents.
• Diagnose, replicate, and troubleshoot technical issues across the application, infrastructure, and integration layers.
• Collaborate with engineering, product, and operations teams to resolve complex incidents and implement solutions.
• Monitor platform health and performance using observability and alerting tools (e.g., IBM Cloud Logs and Monitoring, Datadog, New Relic, CloudWatch).
• Maintain and improve internal support documentation and knowledge base articles.
• Participate in on-call rotation and respond to high-priority incidents.
• Analyze recurring issues and contribute to root cause analysis (RCA) and continuous improvement.
• Provide technical guidance and best practices to customers and internal stakeholders.
• Document all reported issues, troubleshooting steps, and final resolutions in the ticketing system.
• Maintain clear communication with clients or internal users regarding ticket progress.
• Perform routine system health checks and maintenance tasks.
• Follow standard operating procedures (SOPs) for incident management and escalation.
• Ensure SLA compliance and maintain high customer satisfaction.
  
  

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

• 5+ years of experience in technical support, cloud infrastructure, or SaaS application support.
• Proficiency with cloud platforms such as IBM Cloud, Cirrus, AWS, Azure, or GCP.
• Experience with REST APIs, web applications, and microservices architecture.
• Familiarity with Linux/Unix systems, scripting (Bash, Python, etc.), and troubleshooting tools.
• Handson experience with Infrastructure as Code (IaC) using tools like Terraform and Ansible
• Strong understanding of networking, DNS, load balancing, and security principles.
• Excellent problem-solving skills.
• Ability to handle multiple priorities and work under pressure.
• Excellent verbal and written communication skills.
• Strong analytical and troubleshooting abilities.
• Ability to work independently with minimal supervision during night shifts.
• Customer-focused mindset and patience under pressure.
  
  

Preferred Technical And Professional Experience

• Experience supporting Kubernetes, Docker, or other containerized environments.
• Knowledge of CI/CD pipelines and DevOps practices.
• Familiarity with database technologies (e.g., PostgreSQL, MySQL, MongoDB).
• Exposure to ITIL practices and ticketing systems like Jira, ServiceNow or Zendesk.
• Certifications such as RedHat Certified System Administrator, RedHat Certified OpenShift Administrator, RedHat Certified Container Specialist, AWS Certified SysOps Administrator, Azure Administrator, or similar.
• Experience with Linux/Unix Administration