Job Description
IntroductionAt 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 ResponsibilitiesMembers of our Advanced Customer Support team are talented specialists, integral to the operations of the IBM Cloud support organization. Our engineers focus on delivering a positive, customized experience to our end users, working with a wide variety of tools at their disposal. Customer satisfaction is your key focus and you will be a significant contributor delivering IT Support that will delight our IBM Users. You’ll be comfortable in technical environments and quickly be able to analyze complex multi-system issues.
Our Security Support Engineers work closely with our end users to troubleshoot and resolve issues surrounding their cloud-based security products. A strong knowledge in the following areas is recommended:
- Intermediate knowledge of Operating System Principals (Windows, Linux, VMware)
- Strong troubleshooting/analytical skills (log parsing, deep-dive testing, etc)
- A strong understanding of Networking, Gateways, Firewalls, & Routing
- SSL Certificates
- VPN, OpenVPN, Authentication
- Network Protocols, TCP/IP, OSPF, RIP, DNS, VLAN Tagging/Trunking
Other responsibilities include:
- Diagnose and troubleshoot issues reported by IBM Cloud customers.
- Effectively communicate with customers and partners via phone, chat and case regarding technical issues.
- Document and track customer cases from start to finish ensuring customer expectations are properly managed and that technical issues are resolved to the customer’s satisfaction.
- Work with various internal teams, and management to diagnose and resolve critical issues.
Required Technical and Professional Expertise
- 2+ years experience working directly with customers.
- 2+ years experience working in the cloud computing industry with a focus around networking and/or security, and other infrastructure services.
- 2+ years experience troubleshooting complex issues using problem determination and best practices.
Preferred Technical and Professional Expertise
- Industry certifications related to network & security technologies such as CISSP, CEH, CCNA
- Experience with Cisco, Juniper/JunOS, Vyatta is a strong plus.
- Linux (CentOS/RedHat,Ubuntu/Debian) Troubleshooting
