Technical Support Engineer – AIOps

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
Performance Management and Observability products are software-based solutions that allows customers to ensure that applications, multi-hybrid clouds, websites, and other critical infrastructure are running at peak performance.

As a Technical Support Engineer, you will participate in the worldwide remote technical support team for the Performance Management products. Some of these products run on top of OpenShift and thus require a good understanding of OpenShift, Docker and Kubernetes.
You will be part of an international team and organization that is distributed around the globe. You will act as a global team member contributing to enable a seamless 24×7 “follow-the-sun” organization. You will get to work with customers from everywhere in the world, you will experience different behaviors and attitudes with your customers and your peers and you will learn to deal with cultural differences.
You will go beyond the industry standard technical support practices. You are expected to become an expert of the product, with a strong knowledge of product internals and a good understanding of how the solution is utilized in the business arena. Your first priority is to assure the success of the clients through answering technical questions and resolving client product-related issues.
Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use support software and chat applications to give clients quick answers to IT issues. For more complex problems that require nuanced instructions, you will contact clients via phone and/or provide clear, written instructions and technical advice.

This is an excellent opportunity to work with the latest technologies and to grow your skills. You will be challenged to never stop learning. We want you to grow for our customers, for our company and for your own career.

Your Responsibilities:
– Work closely with clients as leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance
– Review diagnostic information to assist in the isolation of a problem cause (which includes interpreting traces and dumps)
– Synergistically work with Development Engineers for knowledge transfer and code improvement
– Partner with other support teams and service units to provide seamless problem resolution that leads to delightful client perceptions
– Demonstrate proficiency in the products supported by maintaining applicable technical certifications and skills
– Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction
– Demonstrate excellent oral and written communication skills
– Provide weekend cover on a rotation so the organization can provide 24×7 support coverage
– Good organizational and multi-tasking skills; ability to prioritize multiple work items in a fluid environment.

Required Technical and Professional Expertise
* Bachelor’s Degree in Engineering, Computing or Computer Science
* At least 4 years experience in Operating systems (Windows/Linux/UNIX) administration and troubleshooting
* At least 4 years experience in Problem-solving technical software issues
* At least 4 years experience in Computer Networks and Communications
* At least 1 year experience in OpenShift Container Platform/Kubernetes/Docker
* Excellent communication skills (written and verbal) in English

Preferred Technical and Professional Expertise