Technical Support Engineer

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

As a Hybrid Cloud Support Engineer, you will utilize your passion for helping others to ensure that our Users and Enterprises are successful in their use of DataStax products and solutions. This is a continuous learning and teaching role where you will develop and share your knowledge of troubleshooting, configuration, and exciting new technologies inclusive of and complementary to Apache Cassandra, DataStax Enterprise, and Astra.

What You Will Do

• Research, reproduce, troubleshoot, and solve highly challenging technical issues
• Provide thoughtful direction and support for technical inquiries
• Ensure that customer issues are resolved as expediently as possible
• Diagnose and reproduce customer reported issues and log JIRA tickets
• Participate in on-call rotation for after-hours, holiday, weekend support coverage
• Create code samples, tutorials, and articles for the DataStax Knowledge Base
• Collaborate and contribute to Support Team infrastructure tools and processes
• Fulfill the on-call rotation requirements of this role
  
  

Preferred Education

Master's Degree

Required Technical And Professional Expertise

• 4-6 years of experience supporting large enterprise customers in a customer-facing support role
• Experience with supporting a Software as a Service Cloud product
• Experience with Grafana, Prometheus, Splunk, Datadog and other monitoring solutions
• Experience supporting Kubernetes-based distributed applications, or an understanding of Kubernetes fundamentals
• Experience with pub-sub, messaging and streaming solutions like Pulsar, Kafka
• Experience using APIs and understanding app development lifecycle with a language or framework based on Java, Python or Go would be preferred
• Experience/certifications with AWS/GCP/Azure deployments and associated cloud based monitoring tools would be preferred
• Experience with Linux operating systems, including command line, performance, and network troubleshooting
• Excellent verbal and written communication skills
• Lifetime learner, self-motivated with ability to multi-task during high pressure situations
  
  

Preferred Technical And Professional Experience

• Supporting Apache Cassandra environments or other relational and/or alternative database technologies is a plus
• Understanding of Java, Python, Go and/or another language (Troubleshooting skills)
• Experience with escalation management and customer success or premium support
• Experience working in a fast-moving high-pressure environment