Security Support Engineer (ЕМЕА Support)

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
We are looking to hire Security Support Engineer for our IBM Cloud support organization. This role requires excellent technical skills in Cloud and Security an eagerness to constantly learn and evolve and a natural curiosity as well as outstanding customer communications skill.

In this challenging role you’ll be responsible for handling customer cases using multiple debug and analysis tools techniques and procedures. You will work closely with our end users to troubleshoot and resolve issues surrounding their cloud-based security products.

• Provide technical remote support and troubleshooting via multiple pathways including tickets chat and phone
• Assist with problem determination / problem source Identification define and drive action plans
• Collaborate with deeper technical skills other support centers and business units to provide seamless problem resolution.

GCLD24

Required Technical and Professional Expertise
• Experience in troubleshooting (Cloud and security/networking support)
• Intermediate knowledge of OS -Windows Linux VMware.
• Strong troubleshooting/analytical skills (log parsing deep-dive testing etc)
• Deep understanding of Networking Gateways Firewalls Routing SSL Certificates Network Protocols TCP/IP OSPF RIP DNS VLAN Tagging/Trunking VPN OpenVPN Authentication.
• Fluency in English – both verbal and written.

Preferred Technical and Professional Expertise
• Certification in Juniper (JNCIS JNCIA) VyOS or Fortinet
• Experience with Cisco Juniper/JunOS Vyatta
• Deep understanding of Linux (CentOS/RedHatUbuntu/Debian) and Troubleshooting