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
This is a customer facing software support role. The majority of your day-to-day will be comprised of the front-line systems support type work that should be very familiar to you. When you're not actively engaging with customers, you'll have time to step back and develop tools and processes that will keep the Support team operating efficiently. Overall if you enjoy triaging tickets with engineers, communicating complex solutions, assisting CSMs in customer migrations, and inspiring your colleagues through your resourcefulness this is the job for you!
Responsibilities will include:
- Triage and troubleshoot Support tickets for both DNS and DDI products.
- Participate in 24/7 weekend support on a rotating basis.
- Engage in video calls with customers for migrations, training and troubleshooting.
- Refine the support process and documenting learnings in the internal knowledge base
- Collaborate with Product, Engineering and Operations teams on customer facing issues and feature requests.
Required Technical and Professional Expertise
- Strong understanding of DNS
- Excellent Linux/Unix, network, and firewall knowledge
- Experience with Docker administration and orchestration methodologies
- Strong programming skills (Python, Javascript, Go, etc).
- Familiarity with shell scripting, JSON, APIs
- Familiarity and high level of comfort with managing distributed systems
- Prior exposure to containerized architecture and common virtualization platforms (eg. VMWare)
- Experience in customer facing/troubleshooting roles
- Excellent communication skills (written and verbal)
Preferred Technical and Professional Expertise
- One or more commercial DDI solutions
- Layer 4-7 load balancing
- Ansible or other config management software
- Tools in a current DevOps toolkit
- Cloud infrastructure (AWS, GCP, Azure)
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?