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 Technical support Engineer, hybrid cloud, 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'll Do:
● Research, reproduce, troubleshoot, and solve highly challenging technical issues for our enterprise customers on various product offerings, including NoSQL DBs, SaaS and GenAI.
● Provide thoughtful direction and support for technical inquiries, ensuring customer issues are resolved as expediently as possible.
● Diagnose and reproduce customer-reported issues and accurately log them in JIRA.
● Participate in an on-call rotation for after-hours, holiday, and weekend support coverage.
● Document known solutions to the internal and external knowledge base
* Collaborate and contribute to the development and improvement of Support Team infrastructure tools and processes.
Required education
Bachelor's Degree
Preferred education
Master's Degree
Required technical and professional expertise
● Over 4+ years of proven experience supporting large enterprise customers in customer-facing roles such as support engineer, application developer, database administrator, or Site Reliability Engineer (SRE).
● Strong understanding of Java, Python, and/or Go, including the ability to read error codes, debug, and troubleshoot issues by diving into application code.
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● Expert-level Linux skills, encompassing command-line navigation, diagnostic tools, and the ability to identify and resolve hardware or Linux environment bottlenecks, along with best practices for optimization.
● Deep networking skills, including the ability to effectively troubleshoot network issues and proficiency with relevant diagnostic tools.
● Exceptional verbal and written communication skills.
● Collaborative and self-motivated, with the ability to multi-task effectively and thrive during high-pressure situations.
● Experience with Support Ticketing Systems.
● Experience supporting Kubernetes-based distributed applications, or an understanding of Kubernetes fundamentals
● Experience with Java Virtual Machine (JVM) tuning , knowing its lifecycle and troubleshooting.
● Proficiency with cloud monitoring tools AWS/GCP or Azure, including setting up networking and Access Control Lists (ACLs).
● Experience in designing and optimizing highly available systems, including knowledge of how resource distribution across logical nodes and infrastructure components-both on-premise and in cloud environments-impacts service resilience and uptime.
Preferred technical and professional experience
● Basic understanding of Kubernetes and its core components as they relate to managing containerized applications, including familiarity with reviewing logs for troubleshooting, monitoring service health, and understanding basic networking concepts within Kubernetes clusters. Exposure to supporting distributed database systems in such environments is a plus.
● Experience with Apache Cassandra™ or DataStax Enterprise.
● Experience with and knowledge of monitoring technologies such as Prometheus and Grafana.
● Experience supporting Apache Pulsar, Apache Kafka, or similar messaging/streaming technologies.
ABOUT BUSINESS UNIT
IBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.
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 50 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 qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, gender, gender identity or expression, sexualorientation, national origin, caste, genetics, pregnancy, disability,neurodivergence, age, veteran status, or other characteristics. IBM is alsocommitted to compliance with all fair employment practices regardingcitizenship and immigration status.
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Perks and Benefits
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Parental Benefits
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Financial and Retirement
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