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Introduction

We are seeking a skilled and customer-focused Cloud SaaS Platform Support Engineer to provide technical support for our cloud-based software-as-a-service (SaaS) platform. You will play a critical role in ensuring the reliability, performance, and availability of our cloud services by troubleshooting and resolving complex technical issues, collaborating with cross-functional teams, and helping customers achieve success with our platform.

 

You will collaborate with Platform Engineering, Development and security teams to integrate automation workflows, monitor system performance, and proactively resolve incidents, all while maintaining compliance with IBM standards.

 

The successful candidate will have a strong background in cloud computing, scripting, virtualization and OpenShift container platform. You should possess hands-on experience with automation frameworks, an understanding of cloud-native architectures, and the ability to troubleshoot complex systems. 5+ years of relevant experience is preferred. Strong problem-solving skills, attention to detail, and the ability to work in a fast-paced environment are essential. Join us to drive innovation and efficiency in our cloud ecosystem, contributing to cutting-edge solutions that power our business.

Your role and responsibilities

·       Provide Tier 2/Tier 3 support (24/5- including night shifts) for customer-reported issues related to our cloud SaaS platform.

·       Monitor systems and applications during the night shift and respond to alerts or incidents.

·       Diagnose, replicate, and troubleshoot technical issues across the application, infrastructure, and integration layers.

·       Collaborate with engineering, product, and operations teams to resolve complex incidents and implement solutions.

·       Monitor platform health and performance using observability and alerting tools (e.g., IBM Cloud Logs and Monitoring, Datadog, New Relic, CloudWatch).

·       Maintain and improve internal support documentation and knowledge base articles.

·       Participate in on-call rotation and respond to high-priority incidents.

·       Analyze recurring issues and contribute to root cause analysis (RCA) and continuous improvement.

·       Provide technical guidance and best practices to customers and internal stakeholders.

·       Document all reported issues, troubleshooting steps, and final resolutions in the ticketing system.

·       Maintain clear communication with clients or internal users regarding ticket progress.

·       Perform routine system health checks and maintenance tasks.

·       Follow standard operating procedures (SOPs) for incident management and escalation.

·       Ensure SLA compliance and maintain high customer satisfaction.

Required education
Bachelor's Degree
Preferred education
Bachelor's Degree
Required technical and professional expertise

·       5+ years of experience in technical support, cloud infrastructure, or SaaS application support.

·       Proficiency with cloud platforms such as IBM Cloud, Cirrus, AWS, Azure, or GCP.

·       Experience with REST APIs, web applications, and microservices architecture.

·       Familiarity with Linux/Unix systems, scripting (Bash, Python, etc.), and troubleshooting tools.

·       Handson experience with Infrastructure as Code (IaC) using tools like Terraform and Ansible

·       Strong understanding of networking, DNS, load balancing, and security principles.

·       Excellent problem-solving skills.

·       Ability to handle multiple priorities and work under pressure.

·       Excellent verbal and written communication skills.

·       Strong analytical and troubleshooting abilities.

·       Ability to work independently with minimal supervision during night shifts.

·       Customer-focused mindset and patience under pressure.

Preferred technical and professional experience
  • Experience supporting Kubernetes, Docker, or other containerized environments.
  • Knowledge of CI/CD pipelines and DevOps practices.
  • Familiarity with database technologies (e.g., PostgreSQL, MySQL, MongoDB).
  • Exposure to ITIL practices and ticketing systems like Jira, ServiceNow or Zendesk.
  • Certifications such as RedHat Certified System Administrator, RedHat Certified OpenShift Administrator, RedHat Certified Container Specialist, AWS Certified SysOps Administrator, Azure Administrator, or similar.
  • Experience with Linux/Unix Administration

ABOUT BUSINESS UNIT

The IBM Finance organization is responsible for driving enterprise performance and transformation.  We are the financial stewards of IBM, delivering IBM’s financial strategy, developing new business models, and mitigating enterprise risk. Do you have a passion for creating business value? Join our team in accounting, financial planning, pricing, business controls, tax, treasury, business development (acquisitions & divestitures), and global financing.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

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?

ABOUT IBM

IBM’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.

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


OTHER RELEVANT JOB DETAILS

When 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.