Compute/Storage Technical Support Engineer

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

The ideal engineer for IBM Cloud’s Technical Support team is someone who is passionate about improving the overall customer experience by quickly identifying and resolving issues.

The role of the Compute Support Engineer involves providing technical support to customers using IBM Cloud’s IaaS offerings and services.

This role requires excellent collaboration with team members other IT organizations key stakeholders and business partners as it is essential to meet both customer needs and business requirements.

Key responsibilities include:

• Diagnosing and troubleshooting issues reported by IBM Cloud customers.
• Communicating effectively with customers via phone chat and cases to address technical issues and inquiries.
• Documenting customer cases tracking them from start to finish ensuring that customer expectations are properly managed and resolving technical issues promptly to ensure customer satisfaction.
• Collaborating with technical operations and management teams to diagnose and resolve critical issues.
• Contributing to the internal knowledge base by documenting insights gained through the job including detailed information.

Required Technical and Professional Expertise

Technical and Professional Skills

• Over 5 years of experience in direct communication with customers
• Over 5 years of experience using Cloud services
• Proficient in Windows/Linux system administration
• Experience in building solutions using Windows/Linux

Customer Interaction Skills

• Ability to empathize with customers and provide tailored support based on their specific situation

Language Skills

• Proficient in reading writing and conducting meetings in both Japanese and English without issues

Preferred Technical and Professional Expertise

Possess exceptional experience and skills in one or more of the following areas:

• Holding certification in infrastructure products offered by IBM Cloud
• Virtualization technologies such as VMware Citrix XenServer Microsoft Hyper-V
• Knowledge of VMware offerings (vCenter vSphere vRealize NSX VSAN HCX ESXi etc.)
• Experience with Veeam/Zerto
• Experience with F5
• Object storage
• Knowledge of provisioning storage web servers and system administration
• Hardware Security Modules (HSM)
• Windows Server 2016+ and later versions
• Advanced troubleshooting skills for operating systems
• Active Directory
• PowerShell
• Linux (CentOS/RedHat Ubuntu/Debian)