Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
Your Role and Responsibilities
IBM Data and AI team is looking for a technical support engineer to join our team that is
supporting IBM leading data virtualisation capability
on a flexible multi cloud data platform. As part of this
team, you will have opportunity to work on supporting
our customers that are utilizing IBM Cloud Pak for
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Data and IBM Cloud to build next generation of
intelligent data fabric.
Your responsibilities will include:
• Understanding, narrowing and defining the scope of
clients concerns in terms of stating the problem and
understanding its scope
• Managing client expectations and understanding the
nature of the issue in terms of technical impact and
pervasiveness
• Utilizing technical and negotiation skills and
collaborate with L3 / Dev to prioritize and diagnose
problems to resolution using problem
determination/problem analysis skills.
• Make timely, accurate and complete updates in case
information to document all activities relating to the
clients' reported problems (including issue severity,
business impact, troubleshooting actions taken and
planned, testing performed and resulting outcomes,
issue validation procedures and solutions given
• Communicating updates and action plans to
customer or IBM representative via the support portal,
phone and email as per response guidelines
• Recognize and minimize client impact by using
timely and appropriate escalation processes to
engage other Support teams.
• Adhere to the first response and case update
frequency SLA and continuously improve the
response and resolution time to maintain high
customer satisfaction. For Global Elite Program will
need to follow stricter SLAs
• Record and document each step of the problem-
solving effort including any interaction with the client.
• Sharing knowledge and expertise with the team and
with the clients, such as writing technotes etc.
• Ensuring that adequate amount of process is
followed. If applicable, recommends and implements
new or improvements to existing technical support
tools, procedures, and processes
Required Technical and Professional Expertise
2+ Years of demonstrated experience working as a Technical Support Professional.
Demonstrated communication skills and additional languages are a plus.
Knowledge of RedHat Enterprise OS.
Knowledge of Linux operating systems such as RHEL or CentOS.
Knowledge of container technologies: Docker, OpenShift, Kubernetes.
Knowledge of Windows Desktop and Windows Server operating systems.
Proficient in technical writing; public facing knowledge articles; technical forum contributions
Basic knowledge of supported Internet Browsers: Edge, Chrome, Firefox.
Preferred Technical and Professional Expertise
Knowledge and understanding of networking principles
Experience in software development.
Experience with Cloud - AWS, IBM Cloud, Azure,
Experience working with RedHat OpenShift and other container technologies (Docker, Kubernetes)
Experience with Salesforce, GitHub, and MS Office Products.
Knowledge in JavaScript/C++/Java.
Basic knowledge of debugging Internet Browsers using Console/Developer tools.
Experience in debugging clustered multi-threaded systems and knowledge of the required tooling. (e.g. gdb, tcpdump, wireshark, perf)