ACS-Support Engineer-Storage

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
Members of our Advanced Customer Support team are talented specialists integral to the operations of the IBM Cloud support organization. Our engineers focus on delivering a positive customized experience to our end users working with a wide variety of tools at their disposal. Customer satisfaction is your key focus and you will be a significant contributor delivering IT Support that will delight our IBM Users. You’ll be comfortable in technical environments and quickly be able to analyze complex multi-system issues.

Our Storage Support Engineers work closely with our end users to troubleshoot and resolve issues surrounding their cloud-based storage products.

A strong knowledge in the following areas is recommended:

• Intermediate knowledge of Operating System Principals (Windows Linux VMware)
• Strong troubleshooting/analytical skills (log parsing deep-dive testing etc)
• File and Block Storage (iSCSI NFS NAS)
• Object Storage (S3)
• Network-based backup solutions (R1soft Quantastor Evault Veeam)
• Various filesystems (NTFS ext3/4 xfs) and how to interact/format/troubleshoot them.

Other responsibilities include:

• Diagnose and troubleshoot issues reported by IBM Cloud customers.
• Effectively communicate with customers and partners via phone chat and case regarding technical issues.
• Document and track customer cases from start to finish ensuring customer expectations are properly managed and that technical issues are resolved to the customer’s satisfaction.
• Work with various internal teams and management to diagnose and resolve critical issues.

Required Technical and Professional Expertise

• 3+ years’ experience working directly with customers.
• 3+ years’ experience working in the cloud computing industry with a focus around storage and other infrastructure services.
• 3+ years’ experience troubleshooting complex issues using problem determination and best practices.

Preferred Technical and Professional Expertise

• Industry certifications related to storage technologies such as Object Storage SAN NAS and Backup
• Virtualization products (VMWare Citrix XenServer Hyper-V etc.) and how they interact with storage technologies
• Strong in Storage provisioning concepts and system administration.
• Bash/powershell scripting
• Linux (CentOS/RedHatUbuntu/Debian) Troubleshooting
• Networking concepts (routing network protocols firewalls)