IBM Cloud Advanced Customer Support Engineer

Job description

ROLE AND RESPONSIBILITIES

As a member of the Team, you provide technical support to clients of our IaaS and SaaS based offerings and services across a variety of Domains including Compute, Network, Storage, Security, Database, Fabric, Application Development and Cognitive.

We are seeking Engineers with experience across all Domains but ideally expertise in one specific.

Your responsibilities will include:
·  Diagnose, investigate and resolve issues reported by our customers to their satisfaction
·  Communicate effectively with customers via ticket, chat and phone
·  Document your work in ticketing system to the required level of detail
·  Continuously learn and improve your skills in areas relevant to your work

REQUIRED SKILLS ACROSS ALL DOMAINS:

·  1-2 years of experience working directly with customers
·  Strong written and oral communication skills
·  Experience troubleshooting complex technical issues in a structured way
·  Experience in operating systems (Linux, Windows, VMware) administration and troubleshooting

ADDITIONAL DOMAIN SPECIFIC SKILLS REQUIREMENTS:

Compute :

·  Good understanding of Computer Hardware/Bare Metal
·  Industry certifications related to compute technologies such as Linux, Microsoft Windows, VMware
·  Knowledge in server virtualization and storage technologies/products
·  Experience in basic network troubleshooting
·  Experience developing and sharing knowledge with peers and customers
·  Experience with reading and/or writing automation scripts

Network :

·  Experience in Network engineering
·  Experience with DNS, Switching & Routing, Firewall administration & Layer 2 checks Network technologies
·  Industry certifications related to network technologies such as CCNA or CCNP
·  Experience with Cisco, Juniper/JunOS, Vyatta is a strong plus
·  Experience with Packet capturing, DDoS concepts and troubleshooting, Network protocols: OSPF, RSVP/LDP, RSTP, BGP

Storage:

·  Experience with Multipathing, File, Block (iSCSI, NFS, NAS) and Object Storage (S3, SWIFT), Network based backup solutions (VEEAM, R1soft, Quantastor, Evault), Various filesystems (NTFS, ext3/4, xfs) and how to interact at/troubleshoot those filesystems
·  Industry certifications related to storage technologies
Experience with Virtualization products (VMWare, Citrix XenServer, Hyper-V, etc.) and how they interact with storage technologies
·  Experience in storage provisioning, concepts and system administration
·  Experience reading and writing code in Powershell​

Security:

·  Experience with Networking, Gateways, Firewalls, & Routing, SSL certificates, VPN/OpenVPN, Authentication & Network Protocols, TCP/IP, OSPF, RIP, DNS, VLAN Tagging/Trunking
·  Industry certifications related to network & security technologies such as CISSP, CEH, CCNA
·  Experience with Cisco, Juniper/JunOS, Vyatta is a strong plus​

Database:

·  Experience working closely with database technology
·  Industry certifications related to database technologies
·  Experience with database design and management
·  Experience with Cloudant, MongoDB, ElasticSearch, MySQL, IBM Cloud Databases, DB2 offerings
·  Skill in troubleshooting, problem identification and resolution of database issues​

Fabric:

·  Knowledge of container technology (Docker, Openshift) and Kubernetes container orchestration
·  Industry certifications related to Kubernetes technologies, Lambda or OpenWhisk, Softlayer API
·  Knowledge of Cloud Foundry and/or PaaS

Application Development:

·  1-2 years of experience working in the cloud computing industry with a focus on AI/cognitive
·  1-2 years of experience troubleshooting complex issues using problem determination best practices
·  Experience in creating and managing an IBM Cloud Applications, Cloud users and resources
·  Knowledge on Cloud Foundry and Cloud command-line interface (CLI)
·  Knowledge on Automated Delivery Pipeline (Build & Deploy) & DevOps approach by using IBM Cloud Continuous Delivery with DevOps capabilities and tools, including code-editors, version control, deployment pipelines, and hosting, monitoring, and scaling apps
·  Knowledge on Internet of Things: Communicate with connected devices, sensors, and gateways
·  Knowledge on Functions: Execute in response to incoming events (based on Apache OpenWhisk)
·  Knowledge of RESTful API concepts and implementation
·  Knowledge on distributed Cloud Foundry Apps using Liberty for Java, SDK for Node.js, ASP.NET, Core Runtime for Swift Xpages, Go, PHP, Python, Ruby, Tomcat
·  Knowledge on Blockchain applications or proof-of-concepts (POCs) using Hyperledger, Ethereum Solidity or other proprietary language and APIs
·  Experience on applications using cloud-based platforms/micro-services​

Cognitive:

·  Applicable industry and vendor certifications
·  1-2 years of experience working in the cloud computing industry with a focus on AI/cognitive
·  1-2 years of experience troubleshooting complex issues using problem determination best practices
·  Cognitive/AI concepts such as Natural Language Processing (NLP), Dialog, Entity/Intent Management, Machine Learning Annotators, Deep QA, Ingestion, Structured/Unstructured Lookups

Auto req ID

281411BR
Required Education

None
Role ( Job Role )

Software Developer
State / Province

DUBLIN
Primary job category

Software Development & Support
Company

(0483) IBM Ireland Product Distribution Limited
Contract type

Regular
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

CLOUD
Preferred Education

Bachelor's Degree
City / Township / Village

MULHUDDART
Being You @ IBM

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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

·  1-2 years of experience working directly with customers
·  Strong written and oral communication skills
·  Experience troubleshooting complex technical issues in a structured way
·  Experience in operating systems (Linux, Windows, VMware) administration and troubleshooting
Country/Region

Ireland
Preferred Technical and Professional Experience

Compute, Network, Storage, Security, Database, Fabric, Application Development and Cognitive, as per job description.
Secondary Job Category

Other Software Development & Support
Eligibility Requirements

N/A
Position Type

Professional
Early Professional Track

Not Applicable - Professional Hire
Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.
New Collar Role

Yes
Introduction

Software Developers at IBM are the backbone of our strategic initiatives to design, code, test, and provide industry-leading solutions that make the world run today - planes and trains take off on time, bank transactions complete in the blink of an eye and the world remains safe because of the work our software developers do. Whether you are working on projects internally or for a client, software development is critical to the success of IBM and our clients worldwide. At IBM, you will use the latest software development tools, techniques and approaches and work with leading minds in the industry to build solutions you can be proud of.
Your Life @ IBM

What matters to you when you're looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.
About Business Unit

Digitization is accelerating the ongoing evolution of business, and clouds - public, private, and hybrid - enable companies to extend their existing infrastructure and integrate across systems. IBM Cloud provides the security, control, and visibility that our clients have come to expect. We are working to provide the right tools and environment to combine all of our client's data, no matter where it resides, to respond to changing market dynamics.
About IBM

IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.