IBM Cloud Platform Support Engineer
Support
IBM Cloud Platform Support Engineer
Kraków
Type of work
Undetermined
Experience
Senior
Employment Type
Permanent
Operating mode
Office
Tech stack
Cloud
Linux
Docker
Kubernetes
Red Hat
Job description
Online interview
Your Role and Responsibilities:
This position is customer facing (all audience levels) with direct phone and email communications, which requires good interpersonal skills along with good written and oral communication skills.
In this role you will:
This position is customer facing (all audience levels) with direct phone and email communications, which requires good interpersonal skills along with good written and oral communication skills.
In this role you will:
- Ensure support requests from clients are worked within expected SLAs and with high quality
- Work closely with other support centers to ensure support requests are appropriately worked from a global perspective and are escalated to additional subject matter experts as needed as per defined processes
- Engage with clients to understand their current implementation and future plans
- Help clients find solutions to technical challenges
- Identify, create, or enhance processes, knowledge base articles, and product improvements as part of a continuous review of support case trends
- Perform on-call support duties, which requires outside business hours on-call capability
In order to be successful in this role you should:
- Enjoy working with clients and solving problems
- Be meticulous and thorough in issue analysis and documenting next steps/resolution
- Hold degree in Computer Science, Engineering or demonstrate comparable experience
- Have fluent written and spoken English
- Demonstrate ability to effectively work with IBM teams in other time zones
- Be a good listener to fully understand customer requests and help to resolve the issue
- Have data driven approach to identifying concerns and driving improvement actions
- Show proactive “can-do”contribution to overcome obstacles through strong influencing and collaboration skills
- Demonstrate a working knowledge of case management in Salesforce, or equivalent
Required Professional and Technical Expertise:
- Experience managing Linux systems in virtual environments (2-year experience)
- Experience creating, deploying, and troubleshooting of cloud technologies such as containers, Kubernetes, Docker (2-years experience)
- Experience debugging and troubleshooting complex problems in kubernetes and Red Hat OpenShift
Preferred Professional and Technical Expertise:
- Good knowledge of basic networking and network troubleshooting
- Good knowledge of Linux administration
- Experience to reproduce customer reported issues in the lab environments
- Cloud administration and deployment (IBM Cloud, Google Cloud and AWS and AZURE)
- Red Hat Certified System Administrator (RHCSA) , Red Hat Certified Engineer (RHCE) or similar would be a plus
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