Introduction
The IBM Cloud team supports clients who deliver mission critical processes and leverage the latest innovations in the Cloud catalogue. The team supports a combination of Public, Hybrid, and Multicloud clients who are utilizing the flexibility of IBM Cloud to build and run their business anywhere. IBM Cloud allows deployment on multiple clouds (IBM, AWS, Azure or Google) and systems (IBM Z®, IBM Power® or x86). Public cloud with industry-specific requirements and Watsonx.
At IBM Bulgaria, we make sure that the world continues to operate driven by our latest and greatest technologies, such as System Z, Storage, Power, AIX and many other solutions. In our Client Innovation Center Sofia, the people have the chance to collaborate with the whole world and clients from every corner of it. We already have experts in development, DevOps, QA and Support Engineers. We also have opportunities in more client-oriented roles, such as Emergency Response Managers, Technical Escalation Managers, and many Project management roles.
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Your Role and Responsibilities
As a Computer / Virtualization Cloud Support Engineer you will provide technical support to clients of our infrastructure-based offerings and services. You will work in close collaboration with team members, other IT organizations, key stakeholders and business partners to meet the needs of the business as well as that of the customers.
Key responsibilities:
• Diagnose and troubleshoot issues reported by IBM Cloud customers
• Drive effective communication with customers and partners via phone, chat and case regarding technical issues
• Document and track customer cases from start to finish ensuring customer expectations are properly managed and that technical issues are resolved to the customer's satisfaction
• Engage with engineering, operations, and management to diagnose and resolve critical issues
• Utilize acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles
Required Technical and Professional Expertise
• Demonstrated track record of working directly with customers
• In-depth understanding of the cloud computing industry with a focus around compute and infrastructure services and VMWare/virtualization products
• Strong ability of troubleshooting complex issues using problem determination best practices
• Fluency in English (both verbal and written)
Preferred Technical and Professional Expertise
• Expert level industry and vendor certifications related to infrastructure offerings
• Expertise and hand-on experience in Virtualization products, VMware products
• Expertise in Provisioning, Web servers, Web hosting control panels, System administration, Hardware Security Modules
• Knowledge of Operating System Principals and Server Administration Principals