IBM Cloud PaaS Support Engineer
Introduction
Working in IBM Cloud gives you the platform to learn, develop and utilize your skills everyday by working on the latest cloud related technology products and services. You'll be working in an environment where we understand how we can thrive best when we play to our strengths. That's why developing our people is key to our success, the door is always open for those ready to advance their career.
Curiosity and courageous thinking are both vital when working in IBM Cloud, as we continue our dedication in guaranteeing that we are at the forefront of cloud technology. Our renowned legacy means we are leading the way in everything from analytics and security through to unmatched hardware & software designs. We provide our clients with the full end-to-end transformation as we build IBM's next generation cloud platform which is focused around delivering performance and predictability at a global scale.
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.
• 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
Required education
Bachelor's Degree
Preferred education
Master's Degree
Required technical and professional expertise
• 3+ years of experience.
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
• Experience in Linux and Openshift (Red Hat technologies)
• Experience in Kubernetes
• Experience in Networking concepts
• Experience in Managing Client Expectations/Satisfaction
• 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
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• 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
ABOUT BUSINESS UNIT
IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world's most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.
YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
ABOUT IBM
IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
OTHER RELEVANT JOB DETAILS
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Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion
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