IBM Cloud Object Storage - Product Support (L3) Engineer

Job description

Do you have a passion for leading edge technology? Are you searching for an opportunity to partner and work with intelligent and innovative colleagues? Would you thrive in a dynamic, fast-paced, entrepreneurial environment? If so, the IBM Cloud Object Storage team may be the right fit for you.

The IBM Cloud Object Storage team is revolutionizing the storage industry by working to enable the world to confidently store, distribute, access and leverage unstructured content at massive scale – to accelerate digital transformation within enterprises around the world! Our cutting edge, proven technology has been recognized by a number of top analysts, most recently garnering more #1 positions than any other vendor in Gartner's Critical Capabilities for Object Storage 31 March 2016 . Our highly ambitious pursuits are fueled primarily by the stellar people we hire. We look for bright people who are passionate and dedicated team players.

The IBM Cloud Object Storage team has an exciting new opportunity available for a Level 3 Support Engineer who will be responsible for resolving field issues for an innovative data storage product.

The Position: The Details
·  Identify and implement appropriate actions to recover customer systems and restore normal operations
·  Act as the liaison between the customer and the development teams to identify field issues and determine root causes
·  Manage a portfolio of open customer cases
·  Develop an understanding of customer configurations and workflow to be able to effectively investigate reported problems
·  Reproduce customer reported issues in lab environment and validate fixes
·  Write and review root cause analysis for field reported problems
·  Inform technical staff and management on lessons learned from field reported problems and activities to drive continuous product improvements
What You Need:
·  Strong understanding of customer support practices and customer relationship management
·  Proficient on Linux OS with a minimum of 2 years experience
·  Software development and/or testing background
·  Demonstrated experience of working in a large scale system environment and troubleshooting issues across system components
·  Strong oral and written communication skills that explain technical issues in both a factual and well structured manner.
·  Demonstrated ability to effectively triage problems under pressure and identify risk-appropriate recovery and corrective action plans
·  Ability and tenacity to solve increasingly complex technical issues through analysis and a variety of problem-solving techniques
·  Works positively and effectively with team members, while holding oneself accountable to completing assigned tasks on time.
·  Bachelors in Computer Science, Engineering or comparable experience Bonus Skills:
·  Knowledge of one or more of the following: security, data storage, network management
·  Experience troubleshooting the interaction of cloud applications with cloud platforms.
·  Operational experience with cloud infrastructure (storage, networking, servers, VMware)
·  Python or other scripting languages with demonstrable experience in applying these skills to data analysis and problem investigation
·  Experience with project management tools, such as Jira, Confluence, and Salesforce
Auto req ID

81866BR
Required Education

Bachelor's Degree
Role ( Job Role )

Software Developer
State / Province

ILLINOIS
Primary job category

Software Development & Support
Contract type

Regular
Employment Type

Full-Time
ERBP

Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

CLOUD
Preferred Education

Master's Degree
City / Township / Village

CHICAGO
EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

·  At least 2 years of Linux OS experience
·  At least 2 years of software development and/or testing background
·  Experience troubleshooting the interaction of Cloud applications with Cloud platforms.
·  Operational experience with cloud infrastructure (Storage, Networking, Servers, VMware, and software)
Skill-keywords

Cleversafe, Cloud Object Storage, Chicago
Country

United States
Preferred Technical and Professional Experience

·  Experience working with one or more of the following: device drivers, security, system administration, SAN/storage, network management
·  Experience working within agile development organizations
·  Hands on networking protocol and file systems experience
·  Experience using project management tools, such as Rally, Bugzilla and customer relationship management tools such as Salesforce
Secondary Job Category

Other Software Development & Support
Eligibility Requirements

·  None