PaaS Core Support Engineer

Job description

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
The Technical Support Engineer will be part of a team of support engineers with the primary mission to provide world class technical service and support to IBM’s customers and partners. The support engineer will assist customers on questions and problems relating to their cloud deployments. Team members work closely with each other, development, and other teams to resolve complex issues and provide the best possible customer experience. Your responsibilities will include reviewing diagnostic information, troubleshooting, problem recreation and debugging complex product issues to determine course of action and/or solutions. If you love technology, tackling complex challenges, and leveraging your technical expertise to help others, we want you to be part of our talented worldwide technical support team.

Key tasks include:
·  Specializing in analyzing complex problems in a disciplined manner and clearly communicates solutions and workarounds to customers.
·  Providing technical support assistance directly to 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.
·  Providing recommendations for improvements to existing technical support tools, procedures, and processes.
·  Contributing relevant and timely content to improve client self-sufficiency.
·  Contributing to department attainment of organizational objectives and high customer satisfaction.
·  Being available to be on-call on a rotating basis throughout the year

Required Technical and Professional Expertise

·  6+ years of experience in customer facing technical support role
·  Passion for customer care and customer satisfaction.
·  A successful track record in developing and managing customer relationships.
·  At least 3 years of experience in Managing Client Expectations/Satisfaction
·  At least 3 years of experience in Problem Determination/Resolution
·  Strong communication and soft skills
·  At least 1 year experience in Linux and Openshift (Red Hat technologies)
·  At least 1 year experience in Kubernetes
·  At least 1 year experience in Networking concepts
·  At least 1 year experience in Managing Client Expectations/Satisfaction
·  At least 1 year experience in Problem Determination/Resolution

Preferred Technical and Professional Expertise

·  Experience in Severless computing
·  Experience in Terraform or Ansible scripting
·  Identity access management or Role based access controls knowledge
·  Network diagnostic skills using utilities like dig, traceroute, mtr and others
·  Analytical with good attention to detail and excellent follow-through.
·  Knowledge of container technology and Kubernetes container orchestration
·  Knowledge of Cloud Foundry and/or PaaS