Cloud Support Engineer- Security

Last updated an hour ago
Job Type:Full Time

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities
IBM Cloud has a global cloud presence that continues to grow and expand its reach. The Advanced Customer Support team is seeking cloud support engineers with a strong technical background that enjoy solving problems and working with customers. As IBM Cloud's technical support organization, you will have a passion for helping customers with a determination to improve the overall client experience by quickly identifying and resolving problems.

Your responsibilities will include:
  • Diagnosing, investigating and resolving issues reported by our customers to their satisfaction
  • Communicating effectively with customers via ticket, chat, and phone
  • Documenting your work in ticketing system to the required level of detail
  • Continuously learning and improving your skills in areas relevant to your work

You will provide technical support to clients of our infrastructure based offerings and services. You'll be required to have 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 the 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.

We are a global team, so communication skills (both verbal and written) are critical as well as the flexibility to work with team members in other time zones.

Basic Qualification
  • Experience with Networking, Gateways, Firewalls, & Routing, SSL certificates, VPN/OpenVPN, Authentication & Network Protocols, TCP/IP, OSPF, RIP, DNS, VLAN Tagging/Trunking
  • Industry certifications related to network & security technologies such as CISSP, CEH, CCNA
  • Experience with Cisco, Juniper/JunOS, Vyatta is a strong plus
  • 2+ years of experience working directly with customers.
  • 2+ years of experience working in the cloud computing industry with a focus around compute and infrastructure services.
  • 2+ years experience troubleshooting complex issues using problem determination and best practices.
  • 2+ years leading and mentoring teams.
  • Bachelor's degree in Networking, Computer Science, Information Technology, Electrical/Computer Engineering or a similar field

Expert level experience in one or more of these specialized areas:
  • Expert level industry and vendor certifications related to infrastructure offerings
  • Virtualization products such as VMWare, Citrix XenServer, Hyper-V, etc.
  • Provisioning, storage concepts, Web servers, Web hosting control panels, system administration.
  • Hardware Security Modules.
  • Windows Server 2016+
  • Advanced Troubleshooting of OS and Roles
  • Active Directory
  • Powershell
  • Linux (CentOS/RedHat,Ubuntu/Debian)

Required Technical and Professional Expertise
As above

Preferred Technical and Professional Expertise
As above

About Business Unit
Digitization is accelerating the ongoing evolution of business, and clouds - public, private, and hybrid - enable companies to extend their existing infrastructure and integrate across systems. IBM Cloud provides the security, control, and visibility that our clients have come to expect. We are working to provide the right tools and environment to combine all of our client’s data, no matter where it resides, to respond to changing market dynamics.

Your Life @ IBM
What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.