Level-2 Support Professional jobs in Bangalore at IBM

Your Role and Responsibilities

Our Cloud and Cognitive Software Support team is looking for you to join us as a Support Engineer in the IBM Bangalore Campus
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 - AP and EMEA
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.

Responsibilities:

Take ownership of customer issues and see problems through to resolution
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
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

Required Technical and Professional Expertise

1-3 years of experience in technical support
Working knowledge of Linux systems and virtualization technologies
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.
Strong analytical and problem-solving skills
Excellent customer-facing written and verbal communication skills
Self directed, eager to learn with a desire to work in a fast paced environment
Basic Public Cloud Knowledge – Top level understanding of what is Public Cloud, What does AWS and Azure provide.

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

International Business Machines Corporation (IBM) is an American multinational information technology company headquartered in Armonk, New York, with operations in over 170 countries. The company began in 1911, founded in Endicott, New York, as the Computing-Tabulating-Recording Company (CTR) and was renamed 'International Business Machines' in 1924.