IBM jobs - Computer Support Engineer

Introduction
The IBM Cloud is looking for a talented, innovative and enthusiastic Software engineering professional that will build the next generation cloud technical support to make our customers succeed and contribute to positive Client Experience.

Your Role and Responsibilities
What you’ll do:
IBM Cloud has a global cloud presence that continues to grow and expand its reach.
The Compute Advanced Customer Support team is seeking cloud support engineers with strong technical background that enjoy solving problems and working with customers. As IBM Cloud’s technical support organization, candidates will have a passion for helping customers with a determination to improve the overall client experience by quickly identifying and resolving problems.
The Compute Cloud Support Engineer role provides technical support to clients of our infrastructure based offerings and services. The role requires excellent collaboration with team members, other IT organizations, key stakeholders and business partners to meet the needs of the business as well as that of our customers.
Responsibilities:

• Diagnose and tackle 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 handled and that technical issues are resolved to the customer’s satisfaction.
• Work with engineering, operations, and management to diagnose and resolve critical issues.
• Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles.
• We are a global team, so interpersonal skills are essential as well as flexibility to work in other time zones.

Required Professional and Technical Expertise

• 5+ years experience working directly with customers.
• Experience working in the cloud computing industry with a focus around compute and infrastructure services.
• Troubleshooting complex issues using problem determination.
• 5+ years leading and mentoring teams.
• Bachelor’s degree in Networking, Computer Science, Information Technology, Electrical/Computer Engineering or a similar field

Preferred Professional and Technical Expertise

• Expert level experience in one or more of these specialized areas:
• Vendor certifications related to infrastructure offerings
• Virtualization products such as VMWare, Citrix XenServer, Hyper-V, etc.
• Provisioning, storage concepts, Web servers, Web hosting control panels, system administration.
• Hardware Security Modules.

About Business Unit
Digitization is accelerating the ongoing evolution of business, and clouds - public, private, and hybrid - enable companies to extend their existing infrastructure and integrate across systems. IBM Cloud provides the security, control, and visibility that our clients have come to expect. We are working to provide the right tools and environment to combine all of our client’s data, no matter where it resides, to respond to changing market dynamics.

Your Life @ IBM
What 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 IBM
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

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

Being You @ IBM
IBM 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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.