IBM Hiring for Customer Support Engineer at Bengaluru, Karnataka, India Full Time

Job Description

Introduction
Software Developers at IBM are the backbone of our strategic initiatives to design, code, test, and provide industry-leading solutions that make the world run today – planes and trains take off on time, bank transactions complete in the blink of an eye and the world remains safe because of the work our software developers do. Whether you are working on projects internally or for a client, software development is critical to the success of IBM and our clients worldwide. At IBM, you will use the latest software development tools, techniques and approaches and work with leading minds in the industry to build solutions you can be proud of.

Your Role and Responsibilities

• Take ownership of customer issues and see problems through to resolution
• Take the lead in managing customer escalations and be comfortable holding customer facing meetings on short notice
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Analytical thinking and problem-solving skills as a go-getter with a lot of intellectual curiosity
• Reproduce customer environments and test and validate fixes and workarounds
• Act as a liaison between customers, technical pre-sales, sales teams and the product development team
• Effectively communicate customer feedback and feature requirements to Engineering and Product Management
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and tracking of all issues in our ticketing system from open to resolution
• Identify commonly asked questions and generate knowledge base articles based on this content
• Support and develop support engineers by providing advice, coaching and educational opportunities

IBM Legal Disclaimer:

In order for IBM to offer a wide range of opportunities to applicants, and to afford IBM flexibility in staffing across its corporate structure, your application and information may be shared across our enterprise, including with and among our subsidiaries and affiliates worldwide. One of these affiliates is Turbonomic, an IBM Company. By submitting your application and information you acknowledge and agree that your information will be used and made available to our subsidiaries and affiliates, and that you may be interviewed by, or ultimately offered employment by, any of IBM’s subsidiaries and affiliates.”

Additional Detail for your awareness:

Turbonomic, a provider of Application Resource Management (ARM) and Network Performance Manager (NPM) software. With the acquisition of Turbonomic, IBM is strengthening its hybrid multicloud offerings automation software by enabling customers to reduce and optimize the costs of their on-premise, hybrid cloud, and public cloud infrastructures and leverages application observability data to effectively optimize resources. Turbonomic, through its ARM capability for compute and storage and its NPM capability for networking, complements IBM’s existing Instana and AI Ops offerings. With the acquisition of Turbonomic, IBM now becomes the only company that can provide customers with AI-powered automation capabilities that span from AIOps to application and infrastructure observability –all built on Red Hat OpenShift to run anywhere across any hybrid cloud environment.

IBMReferred_India
IBMReferred_India

Required Technical and Professional Expertise

• 7+ years of experience in technical support
• Working knowledge of Linux systems
• Virtualization technologies experience (VMWare, VirtualBox, Hyper-V)
• Cloud infrastructure experience, ideally in AWS or Azure
• Kubernetes – A good understanding of Kubernetes and have used AKS or EKS or OpenShift. Expectation is that you have knowledge on specifics like IAM Roles and Policies, Kubernetes Networking, Cluster Nodes and more
• Linux CLI – Good experience with Linux CLI. For example, be able to browse through log files, and search log files while on a customer environment.
• Public Cloud – Used Amazon Web Services or Azure to deploy VMs, have a good understanding of the different parts of the User interface does. For example, have some knowledge on what is a Storage Account, IAM Roles, Account Trust, Azure Active Directory, App Registration and more.
• Strong analytical and problem-solving skills
• Excellent customer-facing written and verbal communication skills

Preferred Technical and Professional Expertise

• Language skills
• Analytical thinking and problem solving skills, Familiarity with AI
• Containerization exposure within Docker ideally
• Good understanding of Cloud technologies, OpenShift / Kubernetes, Ideally OCP and Operators
• Understanding of Windows and Linux/Unix operating systems, Machine learning skills
• Basic understanding of programming, server architecture and networking skills
• Experience working with complex multi-threaded applications
• Product knowledge – Turbonomic ARM, AI powered application management software
• Great to have Japanese or Chinese language skills

About Business UnitOur Cloud and Cognitive Software Support team is looking for you to join us as a Support Engineer in the IBM Bangalore office.
This position provides the opportunity to work in a high growth area in the Hybrid Cloud Management and Artificial Intelligence for IT Operations organization. The successful candidate will work with our world class Turbonomic software providing remote debugging and resolution to our clients world-wide, with focus on the regions Europe, Middle East and Africa.

The role provides technical support assistance directly (phone/live chat / cognitive support platform) to clients using problem determination and technical analytical skills. We use technical and negotiations skills in collaboration with other support organizations to prioritize and work problems to resolution.

Your Life @ IBMWhat matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBMIBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location StatementWhen applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.