Technical Support Professional - Remote Eligible

IBM Technical Support Engineer

The IBM Technical Support team is adding a support engineer with a background in Linux storage system administration and/or Kubernetes to join us in a remote position. In this role, you will deliver outstanding customer support experience for our Ceph and Open Shift Data Foundation products by providing technical support and sustaining engineering services to enterprise customers. You will support customers through our ticket system. Customer tickets include documentation clarifications, security concerns, upgrade processes, and general product and use case questions.

Your role and responsibilities include supporting our customers by responding to service requests in accordance within designated service-level agreement (SLA) timeframes. You will collaborate with engineers and developers to develop creative solutions for customers, including product fixes. You will share your knowledge gained from troubleshooting issues by contributing to the knowledgebase and the team and present troubleshooting instructions and solutions to other support engineers and within the storage product and documentation teams. Work to exceed customer expectations by providing outstanding customer service and ensure that regular updates are provided to ensure the customer is satisfied with the support received. Investigate and troubleshoot issues while developing solutions for our customers while understanding their business needs.

Required technical and professional expertise includes 3+ years of experience working as a support, sustaining or development engineer or directly related experience using these or similar compute and storage solutions. Linux storage system administration experience, including system installation, configuration and maintenance. Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation. Must be able to work and collaborate in a team setting and look to share knowledge with peers.

Preferred technical and professional experience includes 1+ years of working with Ceph/Openshift/Kubernetes technologies.

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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.