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Introdução

A career in IBM Software means you’ll be part of a team that transforms our customer’s challenges into solutions. 

Seeking new possibilities and always staying curious, we are a team dedicated to creating the world’s leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career. 

IBM’s product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive. 

Sua Função e suas Responsabilidades

The Technical Support Engineer will be part of a team of support engineers with the primary mission to provide world class technical service and support to IBM’s customers and partners. The support engineer will assist customers on questions and problems relating to their cloud deployments. Team members work closely with each other, development, and other teams to resolve complex issues and provide the best possible customer experience. Your responsibilities will include reviewing diagnostic information, troubleshooting, problem recreation and debugging complex product issues to determine course of action and/or solutions. If you love technology, tackling complex challenges, and leveraging your technical expertise to help others, we want you to be part of our talented worldwide technical support team.

 

Key tasks include:

·       Specializing in analyzing complex problems in a disciplined manner and clearly communicates solutions and workarounds to customers.

·       Providing technical support assistance directly to customers and/or IBM representatives using problem determination and technical analytical skills.

·       Responsible for writing knowledge articles, performing causal analysis, contributing to service metrics, and focusing on defect prevention activities resulting in high customer satisfaction results.

·       Providing recommendations for improvements to existing technical support tools, procedures, and processes.

·       Contributing relevant and timely content to improve client self-sufficiency.

·       Contributing to department attainment of organizational objectives and high customer satisfaction.

·       Being available to be on-call on a rotating basis throughout the year

Formação requerida
Bacharelado
Formação preferencial
Mestrado
Experiência Profissional e Técnica Requerida

·       Passion for customer care and customer satisfaction.

·       Previous experience in a customer facing technical support role is required.

·       A successful track record in developing and managing customer relationships.

·       Strong communication and soft skills

·       At least 3 year experience in Linux and Openshift (Red Hat technologies)

·       At least 3 year experience in Kubernetes

·       At least 2 year experience in Networking concepts

·       At least 5 year experience in Managing Client Expectations/Satisfaction

·       At least 5 year experience in Problem Determination/Resolution

·       English: Fluent

Experiência Profissional e Técnica Preferencial
·       Experience in Severless computing·       Experience in Terraform or Ansible scripting·       Identity access management or Role based access controls knowledge

·       At least 3 years of experience in Managing Client Expectations/Satisfaction

·       At least 3 years of experience in Problem Determination/Resolution

·       Network diagnostic skills using utilities like dig, traceroute, mtr and others

·       Analytical with good attention to detail and excellent follow-through.

·       Knowledge of container technology and Kubernetes container orchestration

·       Knowledge of Cloud Foundry and/or PaaS

Sobre a Unidade de Negócios

O IBM Systems ajuda os líderes de TI a pensarem de maneira diferente sobre sua infraestrutura. Os servidores e armazenamentos da IBM não são mais inanimados. Eles podem entender, raciocinar e aprender para que nossos clientes possam inovar, evitando problemas de TI. Nossos sistemas alimentam as indústrias mais importantes do mundo e nossos clientes são os arquitetos do futuro. Junte-se a nós para ajudar a construir nosso portfólio de tecnologia de ponta, projetado para negócios cognitivos e otimizado para computação em nuvem.

SEU 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?

Sobre a 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.

Outros detalhes relevantes do cargo

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.