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
The majority of your day will be comprised of the front-line systems support type work that should be very familiar to you. When you're not actively engaging with customers, you'll have time to step back and develop tools and processes that will keep the Customer Success team operating efficiently. Overall if you enjoy triaging tickets with engineers, communicating complex solutions, assisting CSMs in customer inqueries this job is for you.
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You will be in an on-call rotation with other members of the technical support team for the NS1 Connect DNS product. You will become an expert in both DNS settings and configurations and the NS1 Connect platform. Our team prioritizes efficiency, responsiveness, accuracy and above all, customer satisfaction.
Excelling in this position requires having broad knowledge of the many technologies that comprise modern Web Scale applications and being able to offer constructive advice for customer implementations as well as internal improvements. You'll take responsibility for front-line support, and your daily work will have an immediate company-wide impact.
Responsibilities will include:
Triage and troubleshoot Support tickets
Participate in 24/7 weekend support on a rotating basis.
Engage in video calls with customers for migrations, training and troubleshooting.
Become an expert user of NS1's product suite
Contribute to internal knowledgebase and internal support team tools
Handle CS responsibilities for internal incident management
Collaborate with Product, Engineering and Operations teams on customer facing issues and feature requests.
Required Technical and Professional Expertise
- Linux/Unix, network, and firewall knowledge
- Basic programming, shell and API knowledge
- Basic SQL skills
- Basic understanding of DNS
- Experience in customer facing/troubleshooting roles
- Excellent communication skills (written and verbal)
- Familiarity with managing distributed systems
- This role is from Monday to Friday and the schedule is from 12pm-8pm ET plus weekends on rotation - 1 weekend per month. 8am-8pm Sat and 8am-8pm Sunday. Weekend oncall only
- Fluent English
Preferred Technical and Professional Expertise
Critical Incident management experience
Knowledge of Ansible or other config management software
Computer Science, Math, Science or other technical degree