IBM Storage Support Engineer Cloud Products - US Shift 

Bulgaria, Sofia 

298476151

Your Role and Responsibilities

Key tasks include:

• 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 various internal teams, and management to diagnose and resolve critical issues.
• Work with Storage Engineering teams for knowledge transfer of new product/technologies.
• Directly create documentation and provide oversight and peer review of change control documents written by other team members.

This position involves working on evening shifts.

Required Technical and Professional Expertise

• 2 or more years of experience working directly with customers
• 2 or more years of working in the cloud computing industry with a focus around storageand other infrastructure services​​​​​​​​​​​​​​​​​​​​​

Preferred Technical and Professional Expertise

• Industry certifications related to storage technologies such as Object Storage, SAN, NAS,and Backup
• Virtualization products (VMWare, Citrix XenServer, Hyper-V, etc.) and how theyinteract with storage technologies
• Networking concepts (routing, network protocols, firewalls)
• Linux (CentOS/RedHat,Ubuntu/Debian) and Windows Troubleshooting
• Strong troubleshooting/analytical skills (log parsing, deep-dive testing, etc)
• File and Block Storage (iSCSI, NFS, NAS)
• Object Storage (S3)
• Network-based backup solutions (R1soft, Quantastor, Evault, Veeam)
• Various filesystems (NTFS, ext3/4, xfs) and how to interact at/troubleshoot them