Technical Support Engineer - IBM Cloud – PaaS Core

Introduction

A career in IBM Software means you’ll be part of a team that transforms our customer’s challenges into solutions.

Seeking new possibilities and always staying curious, we are a team dedicated to creating the world’s leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.

IBM’s product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.

Your Role And Responsibilities

The Technical Support Engineer will be part of a team of support engineers with the primary mission to provide world class technical service and support to IBM’s customers and partners. The support engineer will assist customers on questions and problems relating to their cloud deployments. Team members work closely with each other, development, and other teams to resolve complex issues and provide the best possible customer experience. Your responsibilities will include reviewing diagnostic information, troubleshooting, problem recreation and debugging complex product issues to determine course of action and/or solutions. If you love technology, tackling complex challenges, and leveraging your technical expertise to help others, we want you to be part of our talented worldwide technical support team.

Key Tasks Include

• Specializing in analyzing complex problems in a disciplined manner and clearly communicates solutions and workarounds to customers.
• Providing technical support assistance directly to customers and/or IBM representatives using problem determination and technical analytical skills.
• Responsible for writing knowledge articles, performing causal analysis, contributing to service metrics, and focusing on defect prevention activities resulting in high customer satisfaction results.
• Providing recommendations for improvements to existing technical support tools, procedures, and processes.
• Contributing relevant and timely content to improve client self-sufficiency.
• Contributing to department attainment of organizational objectives and high customer satisfaction.
• Being available to be on-call on a rotating basis throughout the year
  
  

Preferred Education

Master's Degree

Required Technical And Professional Expertise

• Passion for customer care and customer satisfaction.
• Previous experience in a customer facing technical support role is required.
• A successful track record in developing and managing customer relationships.
• Strong communication and soft skills
• At least 3 year experience in Linux and Openshift (Red Hat technologies)
• At least 3 year experience in Kubernetes
• At least 2 year experience in Networking concepts
• At least 5 year experience in Managing Client Expectations/Satisfaction
• At least 5 year experience in Problem Determination/Resolution
• English: Fluent
  
  

Preferred Technical And Professional Experience

• Experience in Severless computing· Experience in Terraform or Ansible scripting· Identity access management or Role based access controls knowledge
• At least 3 years of experience in Managing Client Expectations/Satisfaction
• At least 3 years of experience in Problem Determination/Resolution
• Network diagnostic skills using utilities like dig, traceroute, mtr and others
• Analytical with good attention to detail and excellent follow-through.
• Knowledge of container technology and Kubernetes container orchestration
• Knowledge of Cloud Foundry and/or PaaS