IBM Data and AI team is looking for an experienced technical support engineer to join our team. As part of this team, you will have opportunity to work on supporting our customers that are utilizing IBM's Cloud Pak for Data platform.

**Important: This role requires weekend coverage, therefore the candidate needs to have availability to work on an alternate work week schedule including Saturday, Sunday or both.

Your responsibilities will include:

• Understanding, narrowing and defining the scope of clients concerns in terms of stating the problem and

understanding its scope

• Managing client expectations and understanding the nature of the issue in terms of technical impact and

pervasiveness

• Utilizing technical and negotiation skills and collaborate with other support teams / Dev to prioritize and diagnose problems to resolution using problem determination/problem analysis skills.

• Make timely, accurate and complete updates in case information to document all activities relating to the clients’ reported problems (including issue severity, business impact, troubleshooting actions taken and planned, testing performed and resulting outcomes, issue validation procedures and solutions given)

• Communicating updates and action plans to customer or IBM representative via the support portal, phone and email as per response guidelines

• Recognize and minimize client impact by using timely and appropriate escalation processes to engage other Support teams.

• Adhere to the first response and case update frequency SLA and continuously improve the response and resolution time to maintain high customer satisfaction. For Global Elite Program will need to follow stricter SLAs

• Record and document each step of the problem- solving effort including any interaction with the client.

• Sharing knowledge and expertise with the team and with the clients, such as writing technotes etc.

• Ensuring that adequate amount of process is followed. If applicable, recommends and implements new or improvements to existing technical support tools, procedures, and processes

5 years of experience in technical support/technical leadership client facing role

Demonstrated Knowledge of Linux operating systems such as RHEL or CentOS. LPIC-1, Linux+ certifications.

Experience working with container technologies: Openshift (preferred), Kubernetes, Docker, etc

Proficient in technical writing; public facing knowledge articles; technical forum contributions

Demonstrated communication skills and additional languages are a plus.

RHCA certification.
Openshift Admin certification.