Technical Support Professional

Introduction

The IBM Technical Support team is adding a Software Maintenance engineer with a deep background in Linux storage system administration and/or Kubernetes to join us as a technical-lead in a remote position. In this role, you will deliver an outstanding customer support experience for our Ceph and Open Shift Data Foundation products by providing senior level technical support and sustaining engineering services to enterprise customers, colleagues and partners. You will be an escalation point for critical customer issues and a mentor across the globe for your Technical Support Engineer colleagues and partners.

Your Role And Responsibilities

You will handle the most highly escalated cases by our customers to ensure they are receiving a top-level support experience on their most impactful issues.You will be responsible for helping to build a team of global support engineers to support multiple software storage products inside IBM.You will share your knowledge gained from troubleshooting issues by contributing to the knowledgebase and the team; You will be tasked with enabling the global support team by presenting troubleshooting and component review sessions and will be directly involved with building the skillsets of the global team.You will maintain a mentorship role with IBM's partners for Ceph and Openshift data foundation and ensure continued success for the products with our partners.You will work directly with L3 and engineering on product-related issues and bug testing to ensure our customers and partners are receiving an enterprise class product. You will 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.You will need to understand our customers and our partners needs and work with engineering and product management teams on driving these features and fixes directly into the product.

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

• 7+ Years of experience working as a support, sustaining or development engineer or directly related experience.
• Senior level Linux Storage System administration experience, including system installation, configuration, maintenance, scripting via BASH and utilizing Linux tooling for advanced log debugging.
• Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation.
• Must be able to work and collaborate with a global team and strive to share knowledge with peers.
  

Preferred Technical And Professional Experience

3+ years of working with Ceph/Openshift/Kubernetes technologies