Customer Support Engineer
Introduction
Software Developers at IBM are the backbone of our strategic initiatives to design, code, test, and provide industry-leading solutions that make the world run today – planes and trains take off on time, bank transactions complete in the blink of an eye and the world remains safe because of the work our software developers do. Whether you are working on projects internally or for a client, software development is critical to the success of IBM and our clients worldwide. At IBM, you will use the latest software development tools, techniques and approaches and work with leading minds in the industry to build solutions you can be proud of.
Your Role and Responsibilities
IBM is looking to grow our team in support of the new acquisition, Instana! We are looking for highly motivated individuals to join our Customer Success Team as a Support Engineer. The ideal candidate has software development knowledge and strong interest in cloud native technologies such as Kubernetes and Docker running on AWS, Google Cloud and Azure. The Support Engineer will be working closely with customers who are building and maintaining cutting edge environments in the enterprise space at companies such as Audi, Telekom, REWE, Edmunds and Nielsen. This is a great opportunity for the right person to accelerate their career at the fastest growing Application Performance Management (APM) company focused on delivering the best solution for modern dynamic applications.
Support Engineers take pride in helping customers by solving problems and answering questions both large and small. Support Engineers develop a mastery of Instana and use that knowledge to enable customers to overcome problems while sharing best practices. This important role is a hub within the company. Support Engineers take questions, issues, and feedback from users and work with Solution Architects, Product Management and Engineering to continuously improve IBM’s solution. Additionally, Support Engineers are encouraged and provided the opportunity to hone their technical skills and deepen their knowledge.
Areas of Responsibility Include:
- Respond to customer cases and chats in a timely manner.
- Work closely with Engineering and Operations on resolving escalated cases.
- Educate customers to help them become experts.
- Write knowledge base articles based on customer questions.
- Develop and maintain strong customer relationships.
Required Technical and Professional Expertise
- 4-8 years of relevant industry experience.
- Enjoys providing superior customer technical support.
- Collaborative team player with a customer focus and desire to keep learning.
- Adapt at network and systems troubleshooting.
- Strong written and verbal communication skills.
- Experience with cloud infrastructures, Linux, Windows.
- Has working knowledge of Kubernetes and Docker.
- Basic knowledge of one or more of the following: Java, PHP, Python, Ruby, Node.js
Preferred Technical and Professional Expertise
- 3 years’ experience with cloud infrastructures, Linux, Windows.
- BS in Computer Science or equivalent experience
This is dummy text. It is not meant to be read. Accordingly, it is difficult to figure out when to end it. But then, this is dummy text. It is not meant to be read. Period.