PaaS Core Support Engineer

Job description

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.

Your Role and Responsibilities
As s PaaS Core Support Engineer you will assist customers on questions and problems relating to their cloud deployments. You will be involved in reviewing diagnostic information, troubleshooting, problem recreation and debugging complex product issues to determine course of action and/or solutions. You will work in close collaboration with team members, development, and other teams to resolve complex issues and provide the best possible customer experience.

Key responsibilities:
·  Analyze complex problems in a disciplined manner and clearly communicate solutions and workarounds to customers
·  Serve as the primary technical interface, coordinating customers and/or IBM representatives using problem determination and technical analytical skills
·  Responsible for writing knowledge articles, performing causal analysis, contributing to service metrics, and focusing on defect prevention activities resulting in high customer satisfaction results
·  Provide recommendations for improvements to existing technical support tools, procedures, and processes
This position requires working on shifts rotation.

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Required Technical and Professional Expertise

·  Demonstrated track record of success in providing technical support, emphasizing a focus on customer satisfaction
·  Proven experience in Linux and Openshift (Red Hat technologies), Kubernetes, Networking concepts
·  Hands-on experience in Managing Client expectations/ Satisfaction and Problem Determination/ Resolution
·  Fluency in English (both verbal and written)

Preferred Technical and Professional Expertise

·  Specialized experience in Severless computing, Terraform or Ansible scripting
·  Knowledge of container technology and Kubernetes container orchestration
·  Knowledge of Cloud Foundry and/or PaaS
·  Knowledge of identity access management or role based access controls
·  Network diagnostic skills using utilities like dig, traceroute, mtr and others
·  Fluency in one of the following languages: German, French, Italian, Spanish or Portuguese is a plus