Support Engineer jobs in Bangalore at IBM

Your Role and Responsibilities
Are you seeking a fulfilling career in Level 2 support where you can work with the latest cloud-based technologies, help shape the growing world of Hybrid Cloud, and collaborate side-by-side with dedicated engineers to solve technical challenges? If so, the Bedrock support team wants to hear from you.

The Bedrock team works in a fast-paced and highly collaborative environment so communication is key. Our team works with strategic technologies such as Red Hat OpenShift, Kubernetes, Operators with the Operator Lifecycle Manager (OLM),and open source software. We deliver Common Services that integrate the Red Hat Open Shift Kubernetes platform with IBM Cloud Paks and Cartridges/Solutions. Bedrock is key to the Cloud Pak 2.0 strategy in that the services allow IBM solutions to leverage a common set of capabilities like identity & access management, license management, and a UI framework for a common user experience.

Support responsibilities include:

Ensures support requests from clients are worked within expected SLAs and with high quality.
Works closely with other support centers to ensure support requests are appropriately worked from a global perspective and are escalated to additional subject matter experts as needed as per defined processes.
Engages with clients to understand their current implementation and future plans.
Helps clients find solutions to technical challenges.
Identifies, creates, or enhances processes, knowledge base articles, and product improvements as part of a continuous review of support case trends.
Performs on-call support duties, which requires outside business hours on-call capability.

In this role, you will have the opportunity to continually grow your skills in the thriving world of software containers, integrate and apply open-source technologies, and work in a supportive, collaborative and fun environment.

Required Technical and Professional Expertise

5+ Years of Total Experience
Experience managing Linux systems in virtual environments (2-year experience)
Experience creating, deploying, and troubleshooting Docker
Experience debugging and troubleshooting complex problems in kubernetes and Red Hat OpenShift
Working knowledge of cloud technologies such as containers and kubernetes (2-year experience)
Enjoys working with clients and solving problems.
Meticulous and thorough in issue analysis and documenting next steps/resolution.
Ability to effectively work with IBM teams in other time zones
Good listener to fully understand customer requests and help to resolve the issue
This position is customer facing (all audience levels) with direct phone and email communications, which requires good interpersonal skills along with good written and oral communication skills.
Data driven approach to identifying concerns and driving improvement actions.

Preferred Technical and Professional Expertise

Good knowledge of basic networking and network troubleshooting
Good knowledge of Linux administration
Experience to reproduce customer reported issues in the lab environments
Cloud administration and deployment (IBM Cloud, Google Cloud and AWS and AZURE)
Red Hat Certified System Administrator (RHCSA) , Red Hat Certified Engineer (RHCE) or similar would be a plus,

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.