AI-Cognitive Support Engineer

Introduction
The IBM Cloud team supports clients who deliver mission critical processes and leverage the latest innovations in the Cloud catalogue. The team supports a combination of Public Hybrid and Multicloud clients who are utilizing the flexibility of IBM Cloud to build and run their business anywhere. IBM Cloud allows deployment on multiple clouds (IBM AWS Azure or Google) and systems (IBM Z® IBM Power® or x86). Public cloud with industry-specific requirements and Watsonx.

At IBM Bulgaria we make sure that the world continues to operate driven by our latest and greatest technologies such as System Z Storage Power AIX and many other solutions. In our Client Innovation Center Sofia the people have the chance to collaborate with the whole world and clients from every corner of it. We already have experts in development DevOps QA and Support Engineers. We also have opportunities in more client-oriented roles such as Emergency Response Managers Technical Escalation Managers and many Project management roles.

Your Role and Responsibilities
As an AI-Cognitive Support Engineer you will be at the forefront of driving customer satisfaction through the delivery of exceptional technical support. Serving as the primary technical interface to our clients you will play a critical role in improving overall customer experience by quickly identifying and resolving problems in a global IBM Cloud environment. You will work in close collaboration with team members other IT organizations key stakeholders and business partners to meet the needs of the business as well as that of the customers.

Key responsibilities:

• Act as a point-of-escalation within the AI-Cognitive Support Engineering team for technical issues
• Drive effective communication by providing solutions when working with customers to identify and remediate issues concerning services supported within the IBM Cloud Service Catalog
• Play a pivotal role in creating documentation updating existing documentation and providing oversight and peer review of change control documents written by other team members
• Engage with other Engineering teams for knowledge transferring of new products/technologies
• This position requires working on shifts rotation.

Required Technical and Professional Expertise
• Demonstrated track record of working directly with customers
• In-depth understanding of the cloud computing industry with a focus on AI/cognitive
• Strong ability of troubleshooting complex issues using problem determination best
practices
• Fluency in English (both verbal and written)

Preferred Technical and Professional Expertise
• Expertise in Virtualization products and Cognitive/ AI concepts
• Expertise in Provisioning storage concepts operating systems Web servers Webhosting control panels system administration
• Experience in Cloud-based software development using technologies such as CloudFoundry Kubernetes and various runtimes
• Expert level industry and vendor certifications
• Fluency in one of the following languages: German French Italian Spanish or Portuguese is a plus