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IBM PaaS Core Support Engineer Cloud Products - EU Shift Bulgaria, Sofia 537324018
Your Role and Responsibilities
As s PaaS Core Support Engineer you will assist customers on questions and problems relating to their cloud deployments. You will be involved in reviewing diagnostic information, troubleshooting, problem recreation and debugging complex product issues to determine course of action and/or solutions. You will work in close collaboration with team members, development, and other teams to resolve complex issues and provide the best possible customer experience.
Key responsibilities:
• Analyze complex problems in a disciplined manner and clearly communicate solutions and workarounds to customers
• Serve as the primary technical interface, coordinating customers and/or IBM representatives using problem determination and technical analytical skills
• Responsible for writing knowledge articles, performing causal analysis, contributing to service metrics, and focusing on defect prevention activities resulting in high customer satisfaction results
• Provide recommendations for improvements to existing technical support tools, procedures, and processes.
This position requires working on shift rotation, sometimes weekends or evenings.
Required Technical and Professional Expertise
- Proven experience in Openshift (Red Hat technologies), Kubernetes, containters concept, Linux, Networking concepts
- Demonstrated track record of success in providing technical support, emphasizing a focus on customer satisfaction
- Hands-on experience in Managing Client expectations/Satisfaction and Problem Determination/Resolution
- Fluency in English (both verbal and written)
Preferred Technical and Professional Expertise
- Software development skills/background
- Specialized experience in Severless computing, Terraform or Ansible scriptin
- Knowledge of Cloud Foundry and/or PaaS
- Knowledge of identity access management or role based access controls
- Network diagnostic skills using utilities like dig, traceroute, mtr and others
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