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IBM AI-Cognitive Support Engineer
Bulgaria, Sofia
123271379

10.07.2024

Your Role and Responsibilities

As an AI-Cognitive Support Engineer, you will be at the forefront of driving customer satisfaction through the delivery of exceptional technical support. Serving as the primary technical interface to our clients, you will play a critical role in improving overall customer experience by quickly identifying and resolving problems in a global IBM Cloud environment. You will work in close collaboration with team members, other IT organizations, key stakeholders and business partners to meet the needs of the business as well as that of the customers.

Key responsibilities:

• Act as a point-of-escalation within the AI-Cognitive Support Engineering team for technical issues
• Drive effective communication by providing solutions when working with customers to identify and remediate issues concerning services supported within the IBM Cloud Service Catalog
• Play a pivotal role in creating documentation, updating existing documentation and providing oversight and peer review of change control documents written by other team members
• Engage with other Engineering teams for knowledge transferring of new products/technologies
• This position requires working on shifts rotation.

As an Application Development and Integration Support Engineer, you will be responsible to ensure our SaaS offering is meeting our SLOs. You will engage in all aspects of providing world class technical support. You will be at the forefront helping our customers resolve issues using our products such as Blockchain, APIc, IOT, APPConnect.
You will work in close collaboration with team members, other IT organizations, key stakeholders and business partners to meet the needs of the business as well as that of the customers.

Key responsibilities:
Perform problem analysis, determination, evaluation, recreation, and resolution of client reported problems.
Utilize Blockchain, APIc, IOT, APPConnect
Document problem resolution process and procedures
Monitor the IBM Cloud environment to provide optimum system availability
Regularly report progress to stakeholders, keeping them informed about development milestones and potential challenges on the assigned projects
Conduct training sessions and offer technical insights
This position requires working on shifts rotation.

Required Technical and Professional Expertise

• Demonstrated track record of working directly with customers
• In-depth understanding of the cloud computing industry with a focus on AI/cognitive
• Strong ability of troubleshooting complex issues using problem determination best
practices
• Fluency in English (both verbal and written)

Preferred Technical and Professional Expertise

• Expertise in Virtualization products and Cognitive/ AI concepts
• Expertise in Provisioning, storage concepts, operating systems, Web servers, Web
hosting control panels, system administration
• Experience in Cloud-based software development using technologies such as Cloud
Foundry, Kubernetes, and various runtimes
• Expert level industry and vendor certifications
• Fluency in one of the following languages: German, French, Italian, Spanish or
Portuguese is a plus

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