Technical Support Professional

Introduction

Instana's Support Engineers take pride in helping customers by solving problems and answering questions both large and small. Support Engineers develop a mastery of Instana and use that knowledge to enable customers to overcome problems while sharing best practices. This important role is a hub within the company. Support Engineers take questions, issues, and feedback from users and work with Solution Architects, Product Management and Engineering to continuously improve Instana's solution. Additionally, Support Engineers are encouraged and provided the opportunity to hone their technical skills and deepen their knowledge.

Your role and responsibilities

Areas Of Responsibility Include
• Engage on cases effectively in a timely manner working as part of a Global 24X7 team.
• Work closely with Engineering and Operations on resolving escalated cases
• Educate customers to help them become Instana experts
• Write knowledge base articles based on customer questions
• Develop and maintain strong customer relationships
• Provide technical engineering support, as part of our Technical Support Team, in order to resolve customer issues by performing diagnostics, performance optimization, incident analysis, solution/partner recommendations, and product knowledge transfer

Required education

Bachelor's Degree

Required technical and professional expertise

Bachelor's Degree in Engineering ElectricalComputer SystemsSoftware Engineering or Science.
• English Fluent verbal and written
• Knowledge in at least one of the following virtualization and containers: Docker, Kubernetes, Openshift
• Customer Facing Technical Support Role - at least 3 years
• 1 year working experience with Observability tools
• Hands-on experience with Linux operating systems
• Excellent customer facing and communication skills
• Previous experience in a customer facing technical support role
• Ability to diagnose and troubleshoot technical issues
• Ability to provide step by step technical help both written and verbal

Preferred technical and professional experience

Preferred Qualifications
• Knowledge in cloud infrastructures, Linux, Windows.
• Willingness to learn new skills and technologies.
• Knowledge in one of the following languages : Java, PHP, Python, Ruby, Node.js

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.

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ABOUT IBM

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