IBM jobs - Security Technical Support Engineer

'IBM Cloud has a global cloud presence that continues to grow and expand its reach.

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, qualified candidates will have a passion for helping customers with a determination to improve the overall client experience by quickly identifying and resolving problems.

The Security 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.

• 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 engineering, operations, and management to diagnose and resolve critical issues.
• Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles.