Technical Support Professional

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
We are looking for a Technical Support Professional to join the IBM Data and AI product Support team. This team of highly skilled and motivated individuals provide technical support to IBM clients on Data and AI products. Understanding narrowing and defining the scope of clients concerns in terms of stating the problem and understanding its scope. Managing client expectations and understanding the nature of the issue in terms of technical impact and pervasiveness. Utilizing technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution using problem determination/problem analysis skills. You work closely with the development lab to correct identified product defects. Communicating updates and action plans to customer or IBM representative as per response guidelines. Ability to record and document each step of the problem solving effort including any interaction with the client. Sharing knowledge and expertise with the team and also the clients such as writing technotes blogging in social media etc.

Required Technical and Professional Expertise

• Experience working with Linux/Unix systems
• 2+ Years of relevant experience.
• Proficiency in Docker and experience deploying and managing containerized applications
• Knowledge of Red Hat OpenShift technology
• SQL and Database Skills (EDB DB2 Oracle MySQL)
• Strong problem-solving skills
• Strong communication and customer relationship management skills
• Ability to work in a dynamic fast pasted environment and continuously learn
• Work an alternative work week (Tuesday – Saturday or Sunday – Thursday)
• Participate in weekend pager duty rotation

Preferred Technical and Professional Expertise

• Knowledge of microservice’s architecture and container orchestration
• Advanced Linux Skills
• Storage Skills (NFSODFOCS)
• Cloud Computing Experience with AWS Azure or IBM Cloud